This questionnaire is designed for academic research on the execution deviation, customer group differences and optimization paths of Delta Air Lines' 2025 Digital ID Expansion Policy. All collected information will be strictly confidential and only used for data statistics and research analysis. The questionnaire takes about 5 minutes to complete. Thank you for your cooperation and support!
1. What is your travel type when taking Delta AirLines? A.Business travel(business trip， business negotiation， corporate events， etc.) B.Leisure travel(tourism， visiting relatives， personal affairs， holiday travel， etc.)
2. How often have you taken Delta AirLines in the past 6 months? A.≥3 times per month B.1-2 times per month C.1-2 times per quarter D.≤1 time every six months
3. How many times have you used Delta AirLines'Digital ID services(mobile Digital ID check-in/boarding， A.Never used B.1-2 times C.3-5 times D.≥6 times
4. Which of the following Delta Air Lines' Digital ID functions have you used? (Multiple Choice) A. Mobile Digital ID check-in and boarding B. Digital ID-linked baggage consignment (App Bag Drop) C. Digital ID-synchronized member points/miles D. Cross-border route Digital ID authentication E. Digital ID-based personalized service recommendations (flights, catering, etc.) F. None of the above
5. What is your overall experience with the operation process of Delta Air Lines' Digital ID service? A. Extremely convenient, completed in one step without extra operation B. Relatively convenient, finished with only a few simple steps C. Neutral, neither convenient nor cumbersome D. Relatively cumbersome, requiring multiple operations to complete E. Extremely cumbersome, unable to use normally even after multiple operations
6. Can you obtain the usage guide of Digital ID service through Delta's official channels (App/official website)? A. Obtained smoothly with clear and easy-to-understand guidelines B. Obtained successfully, but need to search multiple times to find relevant content C. Searched but failed to find any relevant usage guide D. Have never tried to obtain the guide
7. Have you encountered inconsistent Digital ID-associated information (fares, flight changes, etc.) between Delta's App and official website? A. Never encountered B. Encountered occasionally C. Encountered frequently D. Encountered every time I used the service
8. Have you experienced mobile check-in/boarding failure due to Digital ID system malfunctions? A. Never encountered B. Encountered occasionally C. Encountered frequently D. Encountered every time I used the service
9. Have you met with delays in synchronization or unrecognizable issues of electronic boarding pass and airport system caused by Digital ID problems? A. Never encountered B. Encountered occasionally C. Encountered frequently D. Encountered every time I used the service
10. Have you experienced unsynchronized member points/miles with Digital ID, resulting in delayed crediting? A. Never encountered B. Encountered occasionally C. Encountered frequently D. Encountered every time I used the service
11. Have you faced Digital ID authentication failure or system unrecognizability on cross-border routes? A. Never encountered B. Encountered occasionally C. Encountered frequently D. Encountered every time I used the service
12. Have you met with linkage failures between in-flight Wi-Fi and Digital ID (e.g., unable to log in to Wi-Fi via Digital ID)? A. Never encountered B. Encountered occasionally C. Encountered frequently D. Encountered every time I used the service
13. Have you experienced delayed updates or query abnormalities of baggage consignment information linked to Digital ID? A. Never encountered B. Encountered occasionally C. Encountered frequently D. Encountered every time I used the service
14. If you have encountered the above Digital ID service problems, what impact have they had on your overall travel itinerary? A. No impact at all B. Slight impact, only causing a small amount of time waste C. Obvious impact, leading to travel delays D. Severe impact, resulting in itinerary disruption or plan changes
15. Will the existing problems of Digital ID services affect your willingness to choose Delta Air Lines in the future? A. No impact, will still choose Delta as the first option B. Slight impact, will hesitate when choosing an airline in the future C. Obvious impact, will no longer take Delta as the first option D. Severe impact, will never choose Delta Air Lines again
16. Which aspects of Delta's Digital ID service do you think need priority optimization? (Multiple Choice) A. Stability of system information synchronization (App/official website/airport system) B. Compatibility of Digital ID authentication for cross-border routes C. Linkage efficiency of member points/miles with Digital ID D. Protection of personal privacy information related to Digital ID E. Linkage function of in-flight Wi-Fi and Digital ID F. Synchronization of baggage consignment information with Digital ID G. Simplification of Digital ID service operation process H. Improvement of official usage guides for Digital ID services
17. In your actual usage experience, what other unmentioned problems have you found in the execution of Delta Air Lines' 2025 Digital ID Expansion Policy? Please briefly describe them.
18. From the perspective of passengers, what specific and feasible suggestions do you have for the optimization and improvement of Delta Air Lines' Digital ID services? Please put forward your opinions.