Air Astana

CUSTOMER EXPERIENCE SURVEY

Dear Traveler,

We hope you enjoyed your recent experience with Air Astana. Thank you for choosing us and taking time to share your feedback.

The survey consists of multiple choice questions, where you can always leave your additional comments and recommendations. It will take approximately 10 minutes to complete and will help us to understand where and how we can improve in the future.

By clicking “Next” or continuing to complete the Survey, you are agreeing and allowing the collection, processing, and storing of your personal data in accordance with the Privacy Policy.

Thank you for your participation.

Your Air Astana

TICKET BOOKING_& SEARCH EXPERIENCE

* 1. Select your route from the drop-down menu:

From:

To:

* 2. Select your date of departure:

* 3. How was your overall experience with us today?

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

* 4. Would you recommend Air Astana to your friends and relatives?

0

1

2

3

4

5

6

7

8

9

10

How could we improve?

What can we do better?

What did you particularly like?

5%

TICKET BOOKING_& SEARCH EXPERIENCE

* 5. Why have you chosen Air Astana?

* 6. Select how did you purchase your ticket:

*7. Please, advise us why you have chosen this way of purchasing:

Availability of extra services and packages

More benefits

Better value for money

Full product cycle in one place

Any other reasons (please specify)

None of the above

* 8. How was your overall ticket booking experience?

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

20%

PRE-DEPARTURE EXPERIENCE

* 9. Please, select how did you Check-in for your flight?

Online Check-in through Air Astana application / Official Website

Self-Check-in kiosk at airport

Check-in counter at airport

* 10_A. Have you experienced our Business Lounge "Shanyrak"?

Yes

No

11. Please, rate your experience at Immigration and Security Control:

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

* 12. How was your overall Pre-departure experience?

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

40%

IN-FLIGHT EXPERIENCE

* 17. How was your overall In-Flight experience?

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

60%

POST-FLIGHT_& ARRIVAL EXPERIENCE

* 19. How was your overall Arrival experience, from disembarkation to baggage delivery?

Very Dissatisfied

Dissatisfied

Satisfied

Very Satisfied

20. Would you like to recognize any members of our Company who had a significant impact on your Customer experience?

Yes, Ticketing and Call Center staff

Yes, Airport staff

Yes, In-Flight staff

Yes, but I do not recall their name(s)

No

75%

PERSONAL INFORMATION

21. Are you a Nomad Club Member?

22. Class of travel:

Business Class

Sleeper Economy

Economy Class

23. Gender

Male

Female

24. Age:

25. Purpose of Travel:

Business

Leisure/Holiday

26. We welcome any further comments you may have regarding the services:

90%

Convenient Schedule	Reputation
Previous Experience	Aircraft cabin comfort
Wide Route Network	Quality of product & service
Frequent Flyer Programme	“Air Astana Group” employee
Value for money	Corporate Client
Flight safety and well- being	Other (please specify)
None of the above

Air Astana Official Website	Air Astana Mobile Application
Air Astana Call Center	Air Astana Ticketing Office
Other Travel Agency	Other Online Search Systems
KCFLY

					Not applicable
It feels secure *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Quick to use *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Easy interface to follow *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
All information in one place *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Time taken to issue a ticket *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Proactivity and helpfulness *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Knowledgeable and competent *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Effective communication and interaction with customers *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Quick solutions *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Queue waiting time at Check-in *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Proactivity and helpfulness of staff *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Knowledgeable and competence of staff *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Effective communication and interaction with customers *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Time taken at the Check-in desk *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Efficiency of the boarding process *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Quick Check-in process *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Less waiting time *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
User friendly interface *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Efficient and easy to use *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Selection of food and beverage *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Overall staff hospitality *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Comfort of lounge area *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Sense of privacy and secure *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Initiative of cabin crew and willingness in assistance * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Welcoming and friendliness * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Presence in the cabin and attentiveness to passengers * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Individual approach/efficiency in solving requests * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Cabin Crew announcements * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Pilots announcements * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Time when food was served * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Availability of meal choice onboard * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Quality of meal * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Temperature of meal * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Soft drinks assortment * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Alcohol assortment * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Variety of movies/entertainment * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Availability of comfort items (blankets, pillows, duvets) * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Quality of headsets & sound * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Seat comfort * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Content of travel kits * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Availability & content of children's kits * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Cabin cleanliness throughout the flight * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Toilet cleanliness throughout the flight * Please select any one option	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable

					Not applicable
Punctuality of flight arrival *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Time taken to disembark *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Airport immigration & customs experience *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Transit service *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Speed of baggage delivery *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
My baggage arrived undamaged *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable
Presence of communication channels with Company *Please select atleast one option.	Very dissatisfied	Dissatisfied	Satisfied	Very satisfied	Not applicable