Passenger Satisfaction Survey on the  Service Quality at Bandaranaike International Airport (BIA) 2024.
Dear Valued Guests

This survey is conducted by the Airport and Aviation Services (Sri Lanka) Limited to measure the satisfaction levels of our valued guests using our airport services at BIA.

This Questionnaire is expected to take about 10 minutes of your valuable time. If you have not used or experienced any service mentioned in the questionnaire, you may skip those.

We value your point of view and it will guide the future development of the BIA and the improvement of its services. Therefore, your contribution to this survey will be greatly appreciated.

Thank you in advance.

Marketing and Corporate Communications
Airport and Aviation Services (Sri Lanka) Limited
2nd Floor, Terminal Building
Bandaranaike International Airport (BIA)
Sri Lanka


www.airport.lk

email: info@airport.lk 
Sign in to Google to save your progress. Learn more
QUESTIONNAIRE
 Please note: If you have not used or experienced any service mentioned in the questionnaire, you may skip the question.  
Your are:
Clear selection
You are a,
Clear selection
If you are a foreign national, please specify your country.
Clear selection
If you are a foreign national, what is your purpose of visiting Sri Lanka?
Captionless Image
Clear selection
How often do you travel through Bandaranaike International Airport?
Clear selection
ACCESS
Ground transportation to/from airport
Captionless Image
Clear selection
Vehicle parking facilities
Clear selection
Availability of baggage carts and trolleys  
Clear selection
SECURITY
Courtesy of the security staff
Captionless Image
Clear selection
Waiting time for security inspection (checks)
Clear selection
Feeling of being safe and secure
Clear selection
Services of the other security staff at the airport.
Clear selection
CHECK-IN
Passenger waiting time for check-in process
Captionless Image
Clear selection
Efficiency of check-in staff
Clear selection
Courtesy of check-in staff
Clear selection
FINDING YOUR WAY AND INFORMATION
Ease of finding your way through the airport.
Clear selection
Flight information display screens
Clear selection
Availability of INFO / HELP counters.
Clear selection
Courtesy and friendliness of the airport staff
Captionless Image
Clear selection
Language skills of the airport staff.
Clear selection
AIRPORT FACILITIES
Access to free WiFi
Clear selection
Power Supply/Charging Facilities (phone charging)
Clear selection
Availability of ATMs/Banks/Money Changers
Clear selection
FOOD AND BEVERAGES AND LOUNGE SERVICES
If you use the Airport Lounges, please rate your level of satisfaction on the airport lounge services.  
Clear selection
Availability of sufficient variety of food and beverages at cafes/restaurants and lounges.
Clear selection
Quality of the food and beverages at cafes/restaurants and lounges.
Clear selection
Friendliness and helpfulness of the cafes/restaurants and lounge staff.
Clear selection
How do you spend your time in the Airport?
WASHROOM FACILITIES
Adequate washroom facilities at BIA
Clear selection
    Cleanliness and tidiness of the washrooms
Clear selection
AIRPORT AMBIENCE
Comfortable seating arrangements
Clear selection
Airport air-conditioning
Clear selection
Cleanliness and tidiness of the airport terminal building
Clear selection
Airport Signage System
Clear selection
Entertainment activities/facilities.
Clear selection
Other BIA SERVICES
Please answer if you have used the below mentioned services only.
BIA Porter Service
Clear selection
BIA Taxi Service
Captionless Image
Clear selection
Taxi availability / prices.
Captionless Image
Clear selection
Have you ever looked for child care services?
Clear selection
If yes, please rate your level of satisfaction on the child care facilities available for BIA child care (room).
Clear selection
Have you used the 'Prayer room facilities' available for passengers those who require the service facility.
Clear selection
If you have used the 'Prayer room facilities' available for passengers, please rate your satisfaction level on the facilities.
Clear selection
Please rate your satisfaction level on the Baggage claim service.
Clear selection
IMMIGRATION / EMIGRATION
Courtesy of Immigration/Emigration staff
Clear selection
Waiting time for Immigration/Emigration processes
Clear selection
CUSTOMS
Courtesy of customs staff
Clear selection
BIA DUTY-FREE SHOPS
Variety of the duty free shops at BIA.
Clear selection
Availability of variety of brands at duty-free shops.
Clear selection
Friendliness and helpfulness of the duty-free shop staff.
Clear selection
Satisfaction on the prices of duty free products (Value for money).
Clear selection
Overall Satisfaction
Overall, my satisfaction with my airport experience- 'hassle free the passenger journey' (arrival and departure process).
Clear selection
As a whole, I really enjoyed myself while travelling through BIA.
Clear selection
We would like to know your overall impression (image) of our services. How would you rate your overall experience at Bandaranaike International Airport?
Clear selection
Recommendation and Patronage Intention
I will recommend this airport (BIA) to my family, friends or others.
Clear selection
I intend to say positive things about the airport (BIA) experience to others.
Clear selection
I intend to revisit/repurchase the airport services at this airport when traveling next time.
Clear selection
Please rank Bandaranaike International Airport when you compare with other airports that you have experienced.
Bad
Excellent
Clear selection
YOUR PROFILE
Gender
Clear selection
 Age
Clear selection
Any other comments/ suggestions
If you are willing, please mention your e-mail address.
The country where you live?
End of the Questionnaire
Thank you very much.
Submit
Clear form
Never submit passwords through Google Forms.
This content is neither created nor endorsed by Google. Report Abuse - Terms of Service - Privacy Policy