Your opinion is very important to TAAG.
For this reason, and to improve your in-flight experience, we are holding an opinion survey on our service. Thank you very much in advance for your collaboration.

PERSONAL INFORMATION
 

A.1. Gender

Male

Female
 

A.2. Nationality
 

A.3. Age
 

A.4. Number of times you have travelled by plane in the past year:
 

A.5. Of these journeys, how many were with TAAG?
 

A.6. In which class are you travelling?
 

A.7. Flight Number
 

ABOUT TAAG

Which areas need improving the most? Rank the below in order, from 1 (highest priority) to 5 (lowest priority).

B.1. Improved service in TAAG shops

1

2

3

4

5

 
 
B.2. Improved flight bookings service

1

2

3

4

5

 
 
B.3. Improved support and communication

1

2

3

4

5

 
 
B.4. Improved check-in, boarding and disembarking

1

2

3

4

5

 
 
B.5. Improved in-flight service

1

2

3

4

5

 
 

BOOKINGS & TICKET SALES

 
C.1. Where did you buy your ticket?

Airline Branch

Airport

Internet

Telephone

Other

 
 
C.2. Do you normally buy just a ticket, or do you combine it with other offers (hotel or car rental)?

Just a plane ticket

Ticket and hotel

Ticket and car rental

Ticket with hotel and car rental

 
 
C.3. Have you used a TAAG shop before?
(IF YOUR ANSWER IS “NO”, MOVE ON TO QUESTION D.1)

Yes

 

No

  
   
 
 
C.4 Are you satisfied with the service in TAAG shops?
Rate on a scale from 1 (very unsatisfied) to 5 (very satisfied)

1

2

3

4

5

 
 
C.5. How efficient are the TAAG shop staff?
Classify from 1 (not efficient) to 5 (very efficient)

1

2

3

4

5

 
 
C.6. How would you rate the politeness of the TAAG shop staff?
Classify from 1 (impolite) to 5 (very polite)

1

2

3

4

5

 
 
C.7. How would you rate the appearance of the TAAG shop staff?
Classify from 1 (bad appearance) to 5 (excellent appearance)

1

2

3

4

5

 
 

CHECK-IN AND BOARDING

 
D.1. How much time did you have to wait for check-in?

Less than 5 minutes

5 to 15 minutes

15 to 30 minutes

More than 30 minutes

 
 
D.6. Have you ever used TAAG Lounge in Luanda?

Yes

 

No

  
   
 
 
D.2. Are you satisfied with check-in?
Rate on a scale from 1 (very unsatisfied) to 5 (very satisfied)

1

2

3

4

5

 
 
D.3. How efficient are the check-in staff?
Classify from 1 (not efficient) to 5 (very efficient)

1

2

3

4

5

 
 
D.4. How would you rate the politeness of the check-in staff?
Classify from 1 (not polite) to 5 (very polite)

1

2

3

4

5

 
 
D.5. How would you rate the appearance of the check-in staff?
Classify from 1 (bad appearance) to 5 (excellent appearance)

1

2

3

4

5

 
 
TAAG Lounge Comfort
Rate on a scale from 1 (bad) to 5 (good).

1

2

3

4

5

 
 
D.7. Are you satisfied with the Lounge? Overall appraisal
Rate on a scale from 1 (bad) to 5 (good).

1

2

3

4

5

 
 
              Catering

1

2

3

4

5

 
 
              Magazines and newspapers

1

2

3

4

5

 
 
              Entertainment

1

2

3

4

5

 
 
              Staff

1

2

3

4

5

 
 
              Airport departure lounges

1

2

3

4

5

 
 
D.8. TAAG shops in Luanda

1

2

3

4

5

 
 

SUPPORT AND IRREGULARITIES

How would you rate (on a scale from 1 (bad) to 5 (good)) the support offered to passengers, regarding:

E.2. Have you ever experienced serious delays on TAAG flights leaving Luanda?
(IF YOUR ANSWER IS “NO”, MOVE ON TO QUESTION F.1)

Yes

 

No

  
   
 
 
E.1. Access to flight information

1

2

3

4

5

 
 
              Quality of information

1

2

3

4

5

 
 
              Staff efficiency

1

2

3

4

5

 
 
E.3. How would you rate TAAG’s handling of the situation, regarding: Information provided

1

2

3

4

5

 
 
              Comfort conditions for waiting passengers

1

2

3

4

5

 
 
              Alternatives made available by TAAG

1

2

3

4

5

 
 

QUESTIONS ABOUT THE FLIGHT

Please rate the following on a scale from 1 (bad) to 5 (good):

F.6. How would you rate the efficiency of the cabin crew?

They satisfy clients’ needs

They satisfy clients’ needs, but not fully

They do not satisfy clients’ needs

 
 
F.7. How would you rate the appearance of the cabin crew?

Well presented

Satisfactory appearance

Unsatisfactory appearance

Poorly presented

 
 
F.8. How would you rate the politeness of the cabin crew?

The staff was very pleasant and helpful

The staff was quite pleasant

The staff was not very pleasant or helpful

The staff was unhelpful

 
 
F.9. How would you rate the attentiveness of the cabin crew?

The crew was proactively attentive to clients’ needs

The crew was attentive to clients’ needs

The crew was not very attentive to clients’ needs

The crew was rarely attentive to clients’ needs

 
 
F.10 How was the communication with passengers during the flight in abnormal or unexpected situations?

Clear communication, given calmly and safely

Satisfactory communication

Correct but anxious communication

Wrong and anxious communication

 
 
F.1. Are you satisfied with the service on-board?

1

2

3

4

5

 
 
F.2. How would you rate the on-board service provided by TAAG, regarding: Quality of the meal

1

2

3

4

5

 
 
              Comfort of the airplanes

1

2

3

4

5

 
 
              Cleanliness of the aircraft

1

2

3

4

5

 
 
              In-flight entertainment

1

2

3

4

5

 
 

DISEMBARKING AND BAGGAGE

 
G.2. How long do you typically have to wait for your baggage?

Less than 10 minutes

Between 10 and 20 minutes

Between 20 and 40 minutes

More than 40 minutes

 
 
G.3. How many times have you lost your baggage on a TAAG Flight?
(IF YOUR ANSWER IS “0”, MOVE ON TO QUESTION H.1)

0

1

2

3

4+

 
 
G.1. Are you satisfied with the disembarking and baggage
Rate on a scale from 1 (bad) to 5 (good).

1

2

3

4

5

 
 
G.4. How would you rate the support available from ground staff when you lost your baggage?
Rate on a scale from 1 (bad) to 5 (good).

1

2

3

4

5

 
 


GENERAL QUESTIONS

 
H.1. Would you recommend TAAG?

Yes, definitely

Yes, if there were no alternatives

I avoid travelling with TAAG

I refuse to travel with TAAG