Airport Experience Survey
Airport experience surveys help identify operational improvements and service gaps across the passenger journey. This comprehensive template covers all touchpoints from arrival through boarding: check-in process, security screening, wayfinding, gate areas, retail and dining, restrooms, and amenities. With matrix questions for facility ratings and conditional logic for different passenger types (business, leisure, connecting), it captures actionable insights for airport management and airline partnerships.
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export function airportExperience(form: FormTs) {
// Airport Experience Survey - Comprehensive passenger journey feedback
// Demonstrates: MatrixQuestion, StarRating, EmojiRating, RatingScale, Slider, Dropdown, conditional visibility
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: '✈️ Airport Experience Survey',
computedValue: () => 'Help us improve your journey. Share your experience at our airport today.',
customStyles: {
background: 'linear-gradient(135deg, #0369a1 0%, #0ea5e9 100%)',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Trip Context
// ============================================
const tripSection = form.addSubform('trip', {
title: 'Your Trip Details'
});
tripSection.addRow(row => {
row.addRadioButton('tripPurpose', {
label: 'What is the purpose of your trip?',
options: [
{ id: 'business', name: 'Business' },
{ id: 'leisure', name: 'Leisure / Vacation' },
{ id: 'visiting', name: 'Visiting family/friends' },
{ id: 'other', name: 'Other' }
],
orientation: 'horizontal',
isRequired: true
});
});
tripSection.addRow(row => {
row.addRadioButton('passengerType', {
label: 'How did you use this airport today?',
options: [
{ id: 'departing', name: 'Departing (starting journey here)' },
{ id: 'arriving', name: 'Arriving (ending journey here)' },
{ id: 'connecting', name: 'Connecting (between flights)' }
],
orientation: 'vertical',
isRequired: true
});
});
tripSection.addRow(row => {
row.addDropdown('terminal', {
label: 'Which terminal(s) did you use?',
options: [
{ id: 'T1', name: 'Terminal 1' },
{ id: 'T2', name: 'Terminal 2' },
{ id: 'T3', name: 'Terminal 3 (International)' },
{ id: 'multiple', name: 'Multiple terminals' }
],
isRequired: true
}, '1fr');
row.addDropdown('frequency', {
label: 'How often do you travel through this airport?',
options: [
{ id: 'first', name: 'First time' },
{ id: 'occasional', name: 'Occasionally (1-2x/year)' },
{ id: 'frequent', name: 'Frequently (3-10x/year)' },
{ id: 'very-frequent', name: 'Very frequent (10+/year)' }
]
}, '1fr');
});
// ============================================
// SECTION 2: Check-in & Arrival (for departing passengers)
// ============================================
const checkinSection = form.addSubform('checkin', {
title: 'Check-in Experience',
isVisible: () => {
const type = tripSection.radioButton('passengerType')?.value();
return type === 'departing';
}
});
checkinSection.addRow(row => {
row.addRadioButton('checkinMethod', {
label: 'How did you check in?',
options: [
{ id: 'online', name: 'Online / Mobile' },
{ id: 'kiosk', name: 'Airport kiosk' },
{ id: 'counter', name: 'Airline counter' },
{ id: 'curbside', name: 'Curbside check-in' }
],
orientation: 'horizontal'
});
});
checkinSection.addRow(row => {
row.addStarRating('checkinRating', {
label: 'Rate your check-in experience',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
checkinSection.addRow(row => {
row.addSlider('checkinWait', {
label: 'Approximate wait time at check-in (minutes)',
min: 0,
max: 60,
step: 5,
defaultValue: 10,
showValue: true,
unit: ' min',
isVisible: () => {
const method = checkinSection.radioButton('checkinMethod')?.value();
return method === 'counter' || method === 'kiosk';
}
});
});
// ============================================
// SECTION 3: Security Screening
// ============================================
const securitySection = form.addSubform('security', {
title: 'Security Screening',
isVisible: () => {
const type = tripSection.radioButton('passengerType')?.value();
return type === 'departing' || type === 'connecting';
}
});
securitySection.addRow(row => {
row.addSlider('securityWait', {
label: 'Estimated wait time at security (minutes)',
min: 0,
max: 60,
step: 5,
defaultValue: 15,
showValue: true,
unit: ' min'
});
});
securitySection.addRow(row => {
row.addMatrixQuestion('securityRatings', {
label: 'Rate your security experience:',
rows: [
{ id: 'efficiency', label: 'Process efficiency', description: 'Queue management and throughput', isRequired: true },
{ id: 'staff', label: 'Staff professionalism', description: 'Courtesy and helpfulness', isRequired: true },
{ id: 'signage', label: 'Clear instructions', description: 'Signs, announcements, guidance', isRequired: true },
{ id: 'bins', label: 'Bin/tray availability', description: 'Equipment ready and clean' }
],
columns: [
{ id: '1', label: 'Poor' },
{ id: '2', label: 'Fair' },
{ id: '3', label: 'Good' },
{ id: '4', label: 'Very Good' },
{ id: '5', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 4: Airport Facilities
// ============================================
const facilitiesSection = form.addSubform('facilities', {
title: 'Airport Facilities'
});
facilitiesSection.addRow(row => {
row.addMatrixQuestion('facilityRatings', {
label: 'Please rate the following facilities:',
rows: [
{ id: 'cleanliness', label: 'Cleanliness', description: 'Floors, seating, common areas', isRequired: true },
{ id: 'restrooms', label: 'Restrooms', description: 'Availability, cleanliness, supplies', isRequired: true },
{ id: 'seating', label: 'Seating areas', description: 'Availability and comfort', isRequired: true },
{ id: 'wifi', label: 'WiFi quality', description: 'Speed and reliability' },
{ id: 'charging', label: 'Charging stations', description: 'Availability of power outlets' },
{ id: 'wayfinding', label: 'Navigation/Signage', description: 'Ease of finding your way', isRequired: true }
],
columns: [
{ id: 'na', label: 'N/A' },
{ id: '1', label: 'Poor' },
{ id: '2', label: 'Fair' },
{ id: '3', label: 'Good' },
{ id: '4', label: 'Very Good' },
{ id: '5', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 5: Dining & Retail
// ============================================
const diningSection = form.addSubform('dining', {
title: 'Dining & Shopping'
});
diningSection.addRow(row => {
row.addCheckboxList('usedServices', {
label: 'Which services did you use? (Select all that apply)',
options: [
{ id: 'restaurant', name: 'Restaurant / Sit-down dining' },
{ id: 'fastfood', name: 'Fast food / Quick service' },
{ id: 'coffee', name: 'Coffee shop / Café' },
{ id: 'bar', name: 'Bar / Lounge' },
{ id: 'retail', name: 'Retail shopping' },
{ id: 'dutyfree', name: 'Duty-free' },
{ id: 'none', name: 'Did not use any' }
],
orientation: 'vertical'
});
});
diningSection.addRow(row => {
row.addStarRating('diningQuality', {
label: 'Overall quality of food options',
maxStars: 5,
size: 'md',
alignment: 'left',
isVisible: () => {
const services = diningSection.checkboxList('usedServices')?.value() || [];
return services.includes('restaurant') || services.includes('fastfood') || services.includes('coffee');
}
}, '1fr');
row.addStarRating('diningValue', {
label: 'Value for money',
maxStars: 5,
size: 'md',
alignment: 'left',
isVisible: () => {
const services = diningSection.checkboxList('usedServices')?.value() || [];
return services.includes('restaurant') || services.includes('fastfood') || services.includes('coffee');
}
}, '1fr');
});
diningSection.addRow(row => {
row.addStarRating('shoppingVariety', {
label: 'Variety of shops',
maxStars: 5,
size: 'md',
alignment: 'left',
isVisible: () => {
const services = diningSection.checkboxList('usedServices')?.value() || [];
return services.includes('retail') || services.includes('dutyfree');
}
}, '1fr');
row.addStarRating('shoppingPrices', {
label: 'Prices / Value',
maxStars: 5,
size: 'md',
alignment: 'left',
isVisible: () => {
const services = diningSection.checkboxList('usedServices')?.value() || [];
return services.includes('retail') || services.includes('dutyfree');
}
}, '1fr');
});
// ============================================
// SECTION 6: Gate Experience
// ============================================
const gateSection = form.addSubform('gate', {
title: 'Gate Area Experience',
isVisible: () => {
const type = tripSection.radioButton('passengerType')?.value();
return type === 'departing' || type === 'connecting';
}
});
gateSection.addRow(row => {
row.addMatrixQuestion('gateRatings', {
label: 'Rate your gate area experience:',
rows: [
{ id: 'seating', label: 'Seating availability', isRequired: true },
{ id: 'info', label: 'Flight information displays' },
{ id: 'announcements', label: 'Boarding announcements clarity' },
{ id: 'boarding', label: 'Boarding process organization' }
],
columns: [
{ id: '1', label: 'Poor' },
{ id: '2', label: 'Fair' },
{ id: '3', label: 'Good' },
{ id: '4', label: 'Very Good' },
{ id: '5', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 7: Overall Satisfaction
// ============================================
const overallSection = form.addSubform('overall', {
title: 'Overall Experience'
});
overallSection.addRow(row => {
row.addEmojiRating('overallExperience', {
label: 'How would you rate your overall airport experience?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
overallSection.addRow(row => {
row.addRatingScale('npsScore', {
label: 'How likely are you to recommend this airport to other travelers?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true
});
});
overallSection.addRow(row => {
row.addRatingScale('returnLikelihood', {
label: 'How likely are you to choose this airport for future travel?',
preset: 'likert-5',
lowLabel: 'Very unlikely',
highLabel: 'Very likely',
size: 'md',
alignment: 'center'
});
});
// ============================================
// SECTION 8: Improvement Suggestions
// ============================================
const suggestionsSection = form.addSubform('suggestions', {
title: 'Help Us Improve'
});
suggestionsSection.addRow(row => {
row.addSuggestionChips('improvementPriorities', {
label: 'What should we prioritize improving? (Select up to 3)',
suggestions: [
{ id: 'wait-times', name: 'Reduce wait times' },
{ id: 'cleanliness', name: 'Cleanliness' },
{ id: 'wifi', name: 'Better WiFi' },
{ id: 'seating', name: 'More seating' },
{ id: 'food-options', name: 'Food options' },
{ id: 'prices', name: 'Lower prices' },
{ id: 'signage', name: 'Better signage' },
{ id: 'charging', name: 'More charging stations' },
{ id: 'staff', name: 'Staff friendliness' },
{ id: 'accessibility', name: 'Accessibility' }
],
max: 3,
alignment: 'center'
});
});
suggestionsSection.addSpacer();
suggestionsSection.addRow(row => {
row.addTextarea('comments', {
label: 'Any additional comments or suggestions?',
placeholder: 'Share any specific feedback about your experience today...',
rows: 4,
autoExpand: true
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => overallSection.emojiRating('overallExperience')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const purpose = tripSection.radioButton('tripPurpose')?.value();
const type = tripSection.radioButton('passengerType')?.value();
const terminal = tripSection.dropdown('terminal')?.value();
const experience = overallSection.emojiRating('overallExperience')?.value();
const nps = overallSection.ratingScale('npsScore')?.value();
const priorities = suggestionsSection.suggestionChips('improvementPriorities')?.value() || [];
const purposeLabels: Record<string, string> = {
'business': 'Business',
'leisure': 'Leisure',
'visiting': 'Personal',
'other': 'Other'
};
const typeLabels: Record<string, string> = {
'departing': 'Departing',
'arriving': 'Arriving',
'connecting': 'Connecting'
};
const experienceLabels: Record<string, string> = {
'very-bad': '😢 Very Poor',
'bad': '😕 Below Average',
'neutral': '😐 Average',
'good': '😊 Good',
'excellent': '😃 Excellent'
};
let summary = `✈️ Airport Feedback Summary\n`;
summary += `${'═'.repeat(28)}\n\n`;
summary += `👤 Traveler: ${purposeLabels[purpose || ''] || 'Unknown'} - ${typeLabels[type || ''] || 'Unknown'}\n`;
summary += `🏢 Terminal: ${terminal || 'Not specified'}\n`;
if (experience) {
summary += `\n${experienceLabels[experience]}`;
}
if (nps !== null && nps !== undefined) {
summary += `\n📊 NPS: ${nps}/10`;
}
if (priorities.length > 0) {
summary += `\n\n🎯 Top priorities: ${priorities.length} selected`;
}
return summary;
},
customStyles: () => {
const experience = overallSection.emojiRating('overallExperience')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (experience === 'excellent' || experience === 'good') {
return { ...baseStyles, backgroundColor: '#dcfce7', borderLeft: '4px solid #22c55e' };
} else if (experience === 'very-bad' || experience === 'bad') {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f0f9ff', borderLeft: '4px solid #0ea5e9' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Airport Feedback'
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Flying With Us!',
message: 'Your feedback helps us improve the travel experience for millions of passengers. Safe travels!'
});
}
Frequently Asked Questions
How do airports typically collect this feedback?
Common methods include: post-flight email surveys, tablet kiosks near gates, QR codes on boarding passes or signage, SMS surveys triggered by WiFi login, and paper surveys in lounges. This digital template works best for email and kiosk deployment.
What are key airport experience metrics?
Key metrics include: Airport Service Quality (ASQ) scores, Net Promoter Score, wait time satisfaction for security and check-in, cleanliness ratings, wayfinding ease, and retail/dining satisfaction. This template captures all major ASQ-aligned metrics.
How do I benchmark against other airports?
Use standardized metrics like ASQ (Airport Service Quality) which allows comparison across 400+ airports globally. This template's rating scales align with ASQ methodology, making it easy to benchmark your performance.
Should I survey all passengers or sample?
For large airports, sampling is practical. Target 1-2% of passengers or specific flights. Ensure representative samples across times of day, terminals, airlines, and passenger types (business vs leisure). Avoid surveying only during delays or issues.
How do I handle multi-lingual passengers?
Offer the survey in major languages your passengers speak. This template's text can be easily customized for translation. Consider the primary languages of your busiest routes and connecting passengers.
What about connecting passengers?
This template includes conditional logic for connecting vs departing passengers. Connecting passengers have different needs (speed, signage, lounge access) than those starting their journey at your airport.