Survey - "We value your feedback on our inflight entertainment."
Aug 24, 2016, 9:45 pm
#1
Moderator: United Airlines
Original Poster
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,825
Survey - "We value your feedback on our inflight entertainment."
Received today
had to transcribe, typos are mine 
Help us improve your travel experience
We value your feedback on our inflight entertainment.
United® offers various types of inflight entertainment options. Please take a 5 minute survey to tell us what you think about these options as we are constantly looking to improve your travel experience.
We thank you in advance for your time and for choosing to fly with United.
Start survey ›
We value your feedback on our inflight entertainment.
United® offers various types of inflight entertainment options. Please take a 5 minute survey to tell us what you think about these options as we are constantly looking to improve your travel experience.
We thank you in advance for your time and for choosing to fly with United.
Start survey ›
What types of inflight entertainment options are you aware of that are currently onboard United flights? Not every option is on every flight. Please select all that you are aware of.
- On-demand seatback video
- Overhead dropdown screens
- DIRECTV seatback live television
- Personal device entertainment (streaming entertainment)
- United Wi-Fi
- None of the above
Which of the below have you used onboard before?
- same list
How satisfied were you with the entertainment options you have used onboard?
(standard 5 choice Very Satisfied to Very dissatisfied)
- same list
In your own words, what is personal device entertainment?
__________________________
What do you like most about personal device entertainment. Please select one.
- Content is available on your own device
- The ability to use your own headphones
- Content is free to watch
- Ability to watch full seasons of television shows
- The ability to pause and then return to TV show / movie later in the flight
- The number of options available
- Ability to access content through the United App
- Other _____________
How familiar are you with the United Airlines mobile app?
- I use it daily
- I use it weekly
- I use it monthly
- I used it a few times a year
- I have the app download on my phone but do not use it
- I have heard of the United Airlines app, but do not have it downloaded
- I have never heard of the United Airlines app
What type of movies and TV shows would you be interested in watching onboard. Select the two that you would be most interested in.
- Watch live music performances
- Full seasons of new-release television shows
- HBO exclusive content
- Major network sitcoms
- Classic hit movies
- Educational content
- Sports programming
- New-release blockbuster movies
- Documentaries
- Netflix / Amazon Prime original content
- Other ________________
How important are each of the below elements in creating a positive travel experience?
(standard 5 choice Extremely important to Not at all important)
- Complimentary soft drinks
- Seat comfort
- On-time arrival
- Inflight magazine
- Movies / TV shows to watch onboard
- Excellent flight attendant service
- Wi-Fi
- Quality food
- On-demand seatback video
- Overhead dropdown screens
- DIRECTV seatback live television
- Personal device entertainment (streaming entertainment)
- United Wi-Fi
- None of the above
Which of the below have you used onboard before?
- same list
How satisfied were you with the entertainment options you have used onboard?
(standard 5 choice Very Satisfied to Very dissatisfied)
- same list
In your own words, what is personal device entertainment?
__________________________
What do you like most about personal device entertainment. Please select one.
- Content is available on your own device
- The ability to use your own headphones
- Content is free to watch
- Ability to watch full seasons of television shows
- The ability to pause and then return to TV show / movie later in the flight
- The number of options available
- Ability to access content through the United App
- Other _____________
How familiar are you with the United Airlines mobile app?
- I use it daily
- I use it weekly
- I use it monthly
- I used it a few times a year
- I have the app download on my phone but do not use it
- I have heard of the United Airlines app, but do not have it downloaded
- I have never heard of the United Airlines app
What type of movies and TV shows would you be interested in watching onboard. Select the two that you would be most interested in.
- Watch live music performances
- Full seasons of new-release television shows
- HBO exclusive content
- Major network sitcoms
- Classic hit movies
- Educational content
- Sports programming
- New-release blockbuster movies
- Documentaries
- Netflix / Amazon Prime original content
- Other ________________
How important are each of the below elements in creating a positive travel experience?
(standard 5 choice Extremely important to Not at all important)
- Complimentary soft drinks
- Seat comfort
- On-time arrival
- Inflight magazine
- Movies / TV shows to watch onboard
- Excellent flight attendant service
- Wi-Fi
- Quality food
Aug 25, 2016, 5:31 am
#3
Join Date: Oct 2013
Location: ORD
Programs: UA Silver, Marriott Platinum/LT Platinum, Hilton Gold
Posts: 5,594
Two other thoughts:
1. It looks like they may be exploring some type of content deal, from the question where HBO and Netflix are mentioned.
2. The last question doesn't make a lot of sense to me. What does one do with the results? It's pretty likely that Seat Comfort comes out on top, and they're not fixing that problem any time soon.
Aug 25, 2016, 6:17 am
#4
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,158
Kinda cracks me up that they ask what you like MOST about PDE, but no interest in any negative comments about it.
Harkens back to the "how much do you like poo for coffee" survey, with no option to indicate it is bad.
My overall comment: Get the thing to work consistently and then you can ask what kind of programs to offer.
And I prefer seat back anyway.
Harkens back to the "how much do you like poo for coffee" survey, with no option to indicate it is bad.
My overall comment: Get the thing to work consistently and then you can ask what kind of programs to offer.
And I prefer seat back anyway.
Aug 25, 2016, 6:44 am
#5
Join Date: May 2013
Posts: 3,361
Kinda cracks me up that they ask what you like MOST about PDE, but no interest in any negative comments about it.
Harkens back to the "how much do you like poo for coffee" survey, with no option to indicate it is bad.
My overall comment: Get the thing to work consistently and then you can ask what kind of programs to offer.
And I prefer seat back anyway.
Harkens back to the "how much do you like poo for coffee" survey, with no option to indicate it is bad.
My overall comment: Get the thing to work consistently and then you can ask what kind of programs to offer.
And I prefer seat back anyway.
Aug 25, 2016, 7:27 am
#7
Join Date: Nov 2007
Location: BOS
Programs: UA 1K 1.45MM, Marriott+SPG Plat, Clear, Nexus, Global Entry and MEX Viajero Confiable
Posts: 1,777
Kinda cracks me up that they ask what you like MOST about PDE, but no interest in any negative comments about it.
Harkens back to the "how much do you like poo for coffee" survey, with no option to indicate it is bad.
My overall comment: Get the thing to work consistently and then you can ask what kind of programs to offer.
And I prefer seat back anyway.
Harkens back to the "how much do you like poo for coffee" survey, with no option to indicate it is bad.
My overall comment: Get the thing to work consistently and then you can ask what kind of programs to offer.
And I prefer seat back anyway.
Aug 25, 2016, 11:03 am
#8
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,158
Hard to see how they gather the necessary data based on the questions they are asking.
Aug 25, 2016, 3:15 pm
#9
Join Date: Oct 2013
Posts: 87
During my recent FRA-IAH flight on UA, they had to reboot the entertainment system twice, with some work in between until that "entertainment system" started working... ghm.. sort of. (I don't know what they were doing, but the power outlets were turned off during some 10-20 minutes between the two reboots.) The touch screen is clunky, and with the lugged response, you never know if that touch was registered or not. So, if you are trying to pause the video, where the same on-screen button toggle it, you have to keep the parity of the registered touches. My kid was extremely frustrated. So were we.
And I remember I had a similar frustrating experience on my IAH-EZE flight couple of years ago.
For comparison, SQ doesn't have a touch screen, and their system looks older (if not dated), but it's working.
Aug 25, 2016, 5:49 pm
#10
Join Date: May 2005
Programs: Million Miler, 1K - Basically spend a lot of time on planes
Posts: 2,202
As mentioned above, they are not asking for customer friendly reasons, they are looking for an angle where they can say customers overwhelmingly asked for X and try and charge for it. If they don't give you an option to comment negatively, that's because they don't want to factor that into their next move.
Aug 25, 2016, 6:10 pm
#11
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,158
As mentioned above, they are not asking for customer friendly reasons, they are looking for an angle where they can say customers overwhelmingly asked for X and try and charge for it. If they don't give you an option to comment negatively, that's because they don't want to factor that into their next move.
They may not want to factor it in, but it really just makes them look inept.
Aug 25, 2016, 7:09 pm
#12
Join Date: Oct 2013
Location: ORD
Programs: UA Silver, Marriott Platinum/LT Platinum, Hilton Gold
Posts: 5,594
They need to acknowledge and/or fix the problems before they ask what people like best. Given the known unreliability, no one is going to pay for this stuff if that's the purpose of the survey.