Premium airlines and in-flight “surveys”

I’m sure I’m not the only one that gets slightly annoyed by these. You fly a world class airline in a premium cabin, the service is top notch, and after the main meal service you’re handed an in-flight survey the size of a Harry Potter book. Of course it’s entirely voluntary, but it’s so hard to say no when the service is so good (which, coincidentally, is when these surveys are handed out most often).

I guess my first issue with these is that I’m not convinced they accomplish anything. I gotĀ these surveys on three of my four Cathay Pacific flights. C’mon, you’re friggin’ Cathay Pacific, you know you’re good! I don’t know if they’re looking for ego boosting or what. šŸ˜‰

DuringĀ our flight from Bali to Hong Kong, however,Ā the survey was approached in a somewhat tacky way.Ā The flight attendant asked me how the service was. I said it was great, and he responded with “I’m happy to hear that. Would you be willing to fill out a survey then?” At that point it’s tough to say no, so I agreed, at which point he reminded me of the names of both of the flight attendants working first class. Hah!

There is one bright spot — they always provide pens with the surveys, which have the airline’s logo on them. I gladly keep ’em given how much work I put into the surveys. Actually, there are five Cathay Pacific pens sitting in my laptop bag right now.

But c’mon airlines, don’t hand these out on every flight. And if you are going to hand them out, don’t just make it questions that can only be answered on a scale. I’d much rather be able to write out some feedback with valuable suggestions, as opposed to just contributing to a statistic.

Comments

  1. These surveys are usually for the crew records. SQ as a matter of fact took any negative comments received about the crew very very seriously. Used to be a very big deal if a customer wrote a negative comment.

    So one trick some of my friends who worked for SQ did was to try and get as many good comments in as they could as well just so that the one possible negative review could be easily countered. It was very essential for them to ensure that in your review/comments you mentioned them and their excellent service by name – and hence the reminder. I am guessing Cathay as another typical – the kind I like – south east asian airline that has strict requirements of its crew.

  2. My problem would be the fact that I’m being asked to evaluate a service that is yet to be fully provided! Perhaps they should be offered in arrivals lounges. Alternatively, I like the ualsurvey.com approach. It’s more green and more efficient (but does have the disadvantage of memories potentially fading once you’ve left the airport).

  3. An SQ FA asked me to write a letter detailing how good the service was on a flight whist seated in J. Anyway, the BF was having such a great time ( and it was hard to say no) so I did anyway.

    CX is not alone in this. At least you didn’t have to compose a letter (on SQ stationary)

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