Air Cubana

Survey design

https://forms.gle/sgtujsW4t3iD5AJ67

Interview opening

Hi, my name is Allie and I am here to talk to you about your experience in booking flights and online check in process. Thank you for agreeing to take part in this interview. Let me give you an outline of what’s going to happen. I am going to ask you some questions about your experience and preference regarding to booking flights online. There are no right or wrong answers to any of the questions. I would like to ask you to be as honest as possible and I treat this conversation as strictly confidential.

Any questions before we begin?

Demographics

Name Age Occupation Location

Questions

  1. When was the last time you travelled by air? Who did you fly with? Where did you go?
  2. How do you normally book your flight ticket? Why did you choose this method?
  3. Have you used any airline's website before? If so, what was the main purpose to use the site for? what devices did you use for the process? ( desktop, tablet, phone site, app ) Why did you choose one over another?; if not, why?
  4. What was your last travel experience regarding to booking and pre-checkin process? What do you like about the process and what do you dislike? Why?
  5. Could you briefly describe the process from beginning to the end?
  6. What is the most frustrating thing about your current process? Why? How did you overcome the barrier? What do you wish you could do that you couldn't? Why?
  7. What do you value the most when booking a flight and online check in? Why?
  8. What kind of real time notifications do you expect to receive? Why?
  9. Have you used the any airlines' website to manage your flight? (eg, cancel or change flight?) if so, what did you do? How was the experience? If not, how do you usually mange your flight?
  10. During COVID-19, do you expect any changes for the process? What information do you expect to find on the airlines' official website?