Ups and Downs - The Story of Taipei Songshan Airport

There are totally 105 questionnaires for the domestic passengers.

Destination and Frequency
55% of the destination of the survey responders is Kinmen. And there are 22% of passengers are going to Mazu. 11% of passengers are going to Penghu. Compared with going to the off-shore islands from Taiwan by ship, taking planes is more time-saving. And it is also cheaper for passengers to go to mainland China via Kinmen. Among all the passengers, many of them have taken planes for more than five times.

1. The analysis of the passengers’ basic information：

(1)Age: Most passengers (63%) are from 21~50 years old. It is probably because they are the ones who need to take planes most because of work, and there are also the people who are enable to buy air tickets.

(2)Gender: Two thirds of the survey responders are female. They are more willing to help than male passengers. The result may be varied because of the difference of the gender.

(3)Occupation: Among all the survey responders, we have passengers who are in general service (38 %) and business(21%) most.

2. 26% passengers go abroad for business and work. It shows the airport is designed for being a small and efficient one for the business people. And there are 19% of passengers go to mainland China for visiting friends and family.

3. 62% of the passengers choose taking flights at TSA because it is time-saving. Taking planes is faster than ships or cars. “Time is money!” Therefore even though air ticket is more expensive, many people choose taking planes. For those who go to Shamen via Kinmen by plane, it is because the price is cheaper than taking the direct charter flight but faster than taking ships.

4. Many passengers consider the lively surrounding is the main feature of TSA. There is also 24% people praise the nice service they get in the TSA. This is probably because it is located in the downtown of Taipei city.

5. Most passengers (64%) are satisfied with the ground transportation of TSA. Only 8% of passengers think it still needs to be improved. Because there is MRT stop by, it is very convenient to get to or leave the airport.

6. 98% of the survey responders eulogize the attitude and service of the ground staff and volunteers. It is because the staff in the airport always have a big smile on their faces, and the volunteers are all well trained and nice.

7. 98% of the passengers think the airport is clean and neat. This is because the staff cleans the restrooms and ground regularly.

8. 97% of passengers are satisfied with the announcement system. It is because there are many different languages provided. And for domestic passengers, Mandarin and Taiwanese are most needed.

9. 58% of the passengers are satisfied with the signs in TSA, and 36% of the passengers think it is acceptable. Because terminal one and terminal two are connected, some passengers may get confused. However, because there are signs for passengers to follow, the passengers can easily find the right one at last. Some passengers suggest these two terminals should be separated.

10. Only one third of the passengers are satisfied with the flight punctuality. Compared to Question 10, the punctuality of the flight should be improved. Passengers do not feel happy when they know their flights are delayed.

11. 50% of the passengers are satisfied with the facilities in TSA. And 45% of passengers think it is acceptable. It is very interesting to find that most of Taiwanese passengers (no matter international or domestic) tend to choose “acceptable”, while foreign passengers tend to choose “satisfied”. It is because people in our country still want our airport to become better even though it is already very nice.

12. 20% of the passengers are satisfied with the price and food offered in TSA. More than half passengers (67%) think it is acceptable. Only 10% of the passengers think it is unacceptable. It is because some of the stores in the airport are chained stores. Therefore the price is fixed in the whole country.

13. 70% of passengers think nothing needs to be improved in TSA, while 30% of passengers wish the airport can improve its facilities, announcement system and flight punctuality.

14. Most of the passengers (62%) do not have special impression about TSA. This is probable because they are used to it. They feel nothing special.