REVISED: 11/16/11 WB&A INTERVIEW LOG 2011

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1 REVISED: 11/16/11 WB&A INTERVIEW LOG 2011 Interviewer: Begin Shift: : AM/PM Day (01-07): Period (01-06):. End Shift: : AM/PM Respondent I.D. Number:. Airport (please circle): 02 Dulles 01 National Flight Number: Airline Carrier: Capacity: Number of Passengers: Terminal-Gate #: Time Before Departure Respondent Was Approached: minutes or less minutes minutes minutes 05 More than 40 minutes If Qualified Respondent Agreed to Participate: Length of intercept: 01 Less than 3 minutes minutes minutes 04 9 minutes or more Respondent description: If qualified respondent refused to participate, record on tally sheet: age, reason for refusal, gender, and interview result (refused to participate/qualified but refused/did not complete intercept). Interview Result (choose one only): 03 Respondent completed intercept interview 04 Respondent completed intercept interview and will mail back written survey 05 Respondent completed intercept interview and (personally) returned written survey MWAA2011QUE-intercept (pd6) Page 1 Valid starting December 2011 Printed 11/16/11

2 RESPONDENT I.D. #: INTERVIEWER: AIRPORT USER INTERCEPT SURVEY 2011 INTRODUCTION TO MWAA STUDY Hello. My name is. I work for WB&A Market Research, a survey organization in the area. We have a contract with the Metropolitan Washington Airports Authority which is interested in passenger perceptions and opinions about various airport facilities and services at both Reagan National and Dulles airports. I have a few questions to ask you about yourself and then I would like you to complete a short written survey. All information will remain confidential and will only be reported in group findings. If there is time before your plane departs, I will collect your written survey. If not, please mail it to WB&A Market Research. A. First, are you waiting to depart on flight (FILL IN ASSIGNED FLIGHT NUMBER)? 01 Yes > CONTINUE 02 No > THANK AND SOFT TERMINATE/DO NOT RECORD ON INTERVIEWER LOG B. How did you get to this airport today? (READ LIST. MARK ONLY ONE ANSWER.) 01 Did you come to this airport by GROUND TRANSPORTATION (i.e., auto, taxi, Metro, Super Shuttle, etc.), 02 Were you on the same airplane when it arrived at this airport, or [THANK AND SOFT TERMINATE. DO NOT RECORD ON INTERVIEWER LOG] 03 Are you making a connection? C. Are you or is anyone in your household employed by this airline, that is, (FILL IN NAME OF ASSIGNED AIRLINE), or employed by or at Reagan National or Dulles Airports? 01 Yes > THANK AND SOFT TERMINATE/DO NOT RECORD ON INTERVIEWER LOG 02 No > CONTINUE D. Please stop me when I reach the category that includes your age. (READ LIST.) 01 Age 17 or less [THANK AND SOFT TERMINATE. DO NOT RECORD ON INTERVIEWER LOG] 02 Age Age Age Age Age 65 or older MWAA2011QUE-intercept (pd6) Page 2 Valid starting December 2011 Printed 11/16/11

3 BACKGROUND INFORMATION 1 What is your country, state, county and zip code of your residence? Enter Country Enter State Enter County Enter Zip Code 2 What is your country, state, county and zip code of your place of employment? Not currently employed Enter Country Enter State Enter County Enter Zip Code 3 (RECORD/DO NOT ASK) Gender 01 Male 02 Female 4 What is your occupation? That is, what do you do and for what type of company do you work? (FILL IN BELOW. PROBE & CLARIFY) OCCUPATION /. COMPANY 5 Where did you START your trip today? (READ LIST. MARK ONE ANSWER.) 01 A private residence, 02 Hotel/motel, 03 Your regular place of employment, 04 Another place of business, 05 School, or 95 Some other place (specify). 6 What is the location of (FILL IN ANSWER FROM Q.5. PROBE FOR ALL INFORMATION BELOW.) COUNTRY STATE COUNTY ZIP CODE MWAA2011QUE-intercept (pd6) Page 3 Valid starting December 2011 Printed 11/16/11

4 7 What is the primary purpose of your trip today? Is it: (READ LIST. MARK ONE ANSWER.) Business: 01 Business; not related to Federal Government 02 Business; related to Federal Governmentincluding military Personal: 03 Accompany family member on business 04 Attend to personal or family affairs 05 Vacation, holiday, or leisure trip 06 Travel to or from school 95 Other 8 In the last 12 months, that is, since last {INSERT CURRENT MONTH}, how many flights that started from (AIRPORT WHERE INTERCEPTED) have you made, (including today's flight)? Please be sure to include today's flight and do not count layovers or flights that continued through this airport from another airport. Also, please tell me how many were business flights and how many were personal or vacation flights. (RECORD RESPONSES IN PROVIDED SPACES. ASK FOR REMAINING AIRPORTS.) Total Business Personal Dulles: Reagan National: BWI: (Baltimore/Washington International) 9 In the last 12 months, that is, since last {INSERT CURRENT MONTH}, how many total times have you flown into (READ FIRST AIRPORT) as your FINAL destination, that is, not connecting to another airport? (RECORD RESPONSES IN PROVIDED SPACES. ASK FOR REMAINING AIRPORTS.) TOTAL FLIGHTS AS FINAL DESTINATION AT: Dulles: Reagan National: Baltimore/Washington International (BWI): MWAA2011QUE-intercept (pd6) Page 4 Valid starting December 2011 Printed 11/16/11

5 OVERALL SATISFACTION INFORMATION 10 If you could make an improvement at this airport, what would it be? (PROBE & CLARIFY) 11 How would you grade or rate THIS airport on the following scale? [SHOW SCALE TO RESPONDENT. RECORD ONLY ONE ANSWER.] Excellent Above Average Average Below Average Poor 01 A+ 04 B+ 07 C+ 10 D 11 F 02 A 05 B 08 C 03 A- 06 B- 09 C- (ASK REAGAN NATIONAL RESPONDENTS ONLY:) 12 How many times have you flown into or out of (INSERT AIRPORT) in the past 12 months? NONE/0 ONCE 2 OR MORE D / F a. New York s LaGuardia Airport b. Baltimore Washington International Airport/BWI e. Ft. Lauderdale Airport n. Chicago Midway Airport o. Portland Oregon International Airport p. San Diego International Airport q. Tampa International Airport (FOR EACH AIRPORT USED 2+ TIMES, ASK Q.12A:) 12A In comparison to Reagan National Airport, would you say that (INSERT AIRPORT) in general is better, about the same or worse overall? BETTER SAME WORSE DK/RF a. New York s LaGuardia Airport b. Baltimore Washington International Airport/BWI e. Ft. Lauderdale Airport n. Chicago Midway Airport o. Portland Oregon International Airport p. San Diego International Airport q. Tampa International Airport MWAA2011QUE-intercept (pd6) Page 5 Valid starting December 2011 Printed 11/16/11

6 (ASK DULLES RESPONDENTS ONLY:) 12 How many times have you flown into or out of (INSERT AIRPORT) in the past 12 months? NONE/0 ONCE 2 OR MORE DK/RF b. Baltimore Washington International Airport/BWI c. Boston s Logan Airport d. Chicago s O Hare Airport k. New York s JFK Airport l. Newark Liberty Airport m. Philadelphia International Airport (FOR EACH AIRPORT USED 2+ TIMES, ASK Q.12A:) 12A In comparison to Dulles Airport, would you say that (INSERT AIRPORT) in general is better, about the same or worse overall? Better Same Worse DK/RF b. Baltimore Washington International Airport/BWI c. Boston s Logan Airport d. Chicago s O Hare Airport k. New York s JFK Airport l. Newark Liberty Airport m. Philadelphia International Airport (ASK EVERYONE) 13 Given a choice of taking a flight out of either Dulles, Reagan National or BWI (Baltimore/Washington International), which of these three airports would you prefer? (RECORD ONE ANSWER BELOW) 01 Dulles ASK Q Reagan National ASK Q BWI ASK Q DO NOT READ: Depends on where I m going SKIP TO Q.14A 05 DO NOT READ: Haven t been to all of them/can t compare SKIP TO Q.14A 99 DO NOT READ: Don t know SKIP TO Q.14A 14 Why would you prefer to fly from (READ ANSWER TO Q.13)? (PROBE:) Any other reasons why you would prefer to fly from (AIRPORT)? MWAA2011QUE-intercept (pd6) Page 6 Valid starting December 2011 Printed 11/16/11

7 (IF AIRPORT SELECTED IN Q.13 IS NOT AIRPORT WHERE INTERCEPTED OR IF DIDN T CHOOSE A PREFERRED AIRPORT, ASK Q.14A) 14A Why did you choose to fly out of this airport today? (PROBE & CLARIFY) (ASK THOSE WHO ARRIVED BY GROUND TRANSPORTATION, PER Q.B) 15 Thinking about the mode of ground transportation you used to get to this airport today, how much did you pay in transportation fares to get to this airport? (RECORD WHOLE DOLLAR AMOUNT BELOW, NO RANGES. OR CIRCLE APPROPRIATE ANSWER.) $ _ 996 Not applicable/arrived by private car, rental car 999 Don't know/refused (ASK EVERYONE) 16 BEFORE you came to this airport today, how familiar were you with the airport security requirements being enforced at security screening checkpoints, which are managed and operated by the Federal government? (READ LIST.) 04 Very familiar, 03 Somewhat familiar, 02 Not very familiar, or 01 Not at all familiar. 99 DO NOT READ: Don t know/refused 17 How much were you inconvenienced today by the security screening process? (READ LIST.) 17A 03 Not at all inconvenienced, 02 Somewhat inconvenienced, or 01 Very inconvenienced. 99 DO NOT READ: Don t know/refused Omitted 18 Do you feel that the benefits of airport safety are worth any inconveniences you may have experienced today? (READ LIST.) 18A 03 Very much, 02 Somewhat, or 01 Not at all. 99 DO NOT READ: Don t know/refused Omitted MWAA2011QUE-intercept (pd6) Page 7 Valid starting December 2011 Printed 11/16/11

8 (ASK DULLES RESPONDENTS ONLY:) 18B On your trip through the airport today, did you take the AeroTrain, the underground airport train system? 01 Yes ASK Q.18C 02 No SKIP TO Q.18G 99 Don t know/refused SKIP TO Q.18G (ASK THOSE WHO TOOK THE AEROTRAIN IN Q.18B) 18C How satisfied are you with the AeroTrain at Dulles? (READ LIST.) 04 Very satisfied, SKIP TO Q.18G 03 Satisfied, SKIP TO Q.18G 02 Dissatisfied, or ASK Q.18D 01 Very dissatisfied. ASK Q.18D 99 DO NOT READ: Don t know/refused SKIP TO Q.18G (ASK THOSE WHO ARE DISSATISFIED WITH THE AEROTRAIN IN Q.18C) 18D Why are you not satisfied with the AeroTrain? (PROBE AND CLARIFY.) (ASK EVERYONE) 18G How would you improve customer service at the airport? (PROBE AND CLARIFY.) MWAA2011QUE-intercept (pd6) Page 8 Valid starting December 2011 Printed 11/16/11

9 19 On this trip through the airport, did you visit...(read LIST.) YES NO a newsstand 01 X a specialty retail shop, kiosk or cart, 02 X including bookstores a restaurant with table service 03 X a fast food or take-away restaurant or kiosk 04 X a duty free shop or kiosk 05 X DO NOT READ: None of the above 96 IF NO TO ALL (I.E., NONE OF THE ABOVE), ASK Q.19A (ASK THOSE WHO DID NOT STOP IN ANY SHOPS/RESTAURANTS IN Q.19) 19A Why didn t you stop at any of these shops and/or restaurants during this visit to this airport? (DO NOT READ LIST. MULTIPLE RESPONSES ACCEPTED. GO TO Q.20B AFTER.) 01 Did not notice 04 Too expensive 02 Not enough time 05 Not interested in shopping/no need 03 Not hungry 09 Location too far from gate 95 Other (specify) (ASK ONLY FOR THOSE VISITED IN Q.19) 20 On this trip through the airport, did you make any purchases at...(read LIST.) YES NO A newsstand 01 X A specialty retail shop, kiosk or cart, 02 X including bookstores A restaurant with table service 03 X A fast food or take-away restaurant or kiosk 04 X A duty free shop or kiosk 05 X DO NOT READ: None of the above 96 IF NO TO ALL (I.E., NONE OF THE ABOVE), ASK Q.20A MWAA2011QUE-intercept (pd6) Page 9 Valid starting December 2011 Printed 11/16/11

10 (ASK THOSE WHO DID NOT MAKE A PURCHASE IN Q.20) 20A May I ask why not? (DO NOT READ LIST. MULTIPLE RESPONSES ACCEPTED.) 01 Not enough time 02 Too expensive 03 Did not like merchandise/menu 04 Not enough variety 05 Could not carry/had too much to carry 06 Lines too long 95 Other (specify) (ASK EVERYONE) 20B On this trip through the airport, did you...(read LIST. ACCEPT ALL THAT APPLY) YES NO Use a Touch Guide interactive kiosk 01 X Take a copy of Washington Flyer magazine 02 X Pick up a Shopping and Dining Guide 03 X Omitted 22A Thinking about the airline you are flying with today, would you say you typically fly with this airline... (READ LIST.) 03 All of the time, 02 Most of the time, or 01 Some of the time? 22B Regardless of whether or not you are returning to this airport after this trip, if you needed to collect checked baggage at this airport, what would be an acceptable amount of time for you to wait to receive your baggage from the time you arrived at the baggage claim area? (READ LIST. ACCEPT ONE RESPONSE ONLY.) 01 More than 30 minutes minutes minutes minutes 05 Less than 15 minutes 99 Don t know/refused 22C When you think about the Metropolitan Washington Airports Authority, what comes immediately to mind? (PROBE AND CLARIFY. IF MENTION AIRPORTS, PROBE FOR ANOTHER MENTION.) MWAA2011QUE-intercept (pd6) Page 10 Valid starting December 2011 Printed 11/16/11

11 22D Which of the following operations or projects do you think the Metropolitan Washington Airports Authority is responsible for (READ LIST)? YES NO DK/RF a. Managing and operating Reagan National Airport b. Managing and operating Dulles International Airport c. Managing and operating BWI Airport d. Managing and operating the Dulles Toll Road e. Managing and operating the I-495 HOT Lanes f. Managing and operating the Dulles Greenway g. Building Metrorail to Dulles International Airport Omitted Moved to supplemental questionnaire 34 Omitted 35-36A Combined and moved to supplemental questionnaire 36-36A Moved to supplemental questionnaire 36B Omitted 37 When Metro is available to and from Dulles, how likely will you be to use it to get to and/or from the airport? (READ LIST.) 04 Very likely, ASK Q.37A 03 Somewhat likely, ASK Q.37A 02 Not very likely, or SKIP TO Q Not at all likely. SKIP TO Q DO NOT READ: Don t know/refused SKIP TO Q.39 (ASK THOSE LIKELY TO USE METRO OR RAIL SERVICE TO/FROM DULLES IN Q.37) 37A In a 12 month period, how many one-way trips to or from Dulles do you think you might take on the Metro? (RECORD WHOLE NUMBER BELOW, IN 3 DIGITS. NO RANGES.) 38-38A Moved to supplemental questionnaire TRIPS 000=NONE, 999=DON T KNOW/REFUSED (ASK EVERYONE) 39 Have you ever visited the Metropolitan Washington Airports Authority s web site, 01 Yes ASK Q.39A 02 No SKIP TO Q.39C 99 Don t know/refused SKIP TO Q.39C MWAA2011QUE-intercept (pd6) Page 11 Valid starting December 2011 Printed 11/16/11

12 (ASK THOSE WHO VISITED THE WEB SITE IN Q.39) 39A How satisfied are you with your ability to find the information you need in a timely manner on this web site? (READ LIST.) 04 Very satisfied, SKIP TO Q.39C 03 Satisfied, SKIP TO Q.39C 02 Dissatisfied, or ASK Q.39B 01 Very dissatisfied. ASK Q.39B 99 DO NOT READ: Don t know/refused SKIP TO Q.39C (ASK THOSE DISSATISFIED WITH INFORMATION ON WEB SITE IN Q.39A) 39B Why do you say that? (PROBE AND CLARIFY.) (ASK EVERYONE) 39C Were you aware that the Airports Authority web site offers real-time information on airport parking availability? 01 Yes 02 No Moved to supplemental questionnaire 45 From whom did you purchase your airline ticket? Was it from (READ LIST) 01 A travel agent ASK Q Directly from the airline 03 Online (includes airline Web site) 95 Or from some other source? SKIP TO Q.47A (specify) 98 Refused 99 Don t know (ASK THOSE WHO PURCHASED THEIR TICKET FROM A TRAVEL AGENT IN Q.45) 46 Thinking about airline tickets that you ve purchased specifically through travel agents, how have prices for these tickets changed compared to one year ago? Would you say the current prices are (READ LIST) 01 Lower, 02 About the same, or 03 Higher than one year ago? 96 DO NOT READ: Cannot compare/have not used a travel agent before this time 98 DO NOT READ: Refused 99 DO NOT READ: Don t know MWAA2011QUE-intercept (pd6) Page 12 Valid starting December 2011 Printed 11/16/11

13 47 Omitted (ASK EVERYONE) 47A For this trip today, how did you receive your boarding pass? 01 Printed a boarding pass at airport check-in 02 Printed a boarding pass before arriving to airport 03 Downloaded a paperless boarding pass on cell phone 48 For this trip today, did you check any baggage? 01 Yes 02 No 49 Were you aware that this airport offers free WiFi Internet access? 01 Yes ASK Q No SKIP TO END (ASK THOSE AWARE AIRPORT OFFERS WIFI INTERNET ACCESS IN Q.49) 50 Have you ever used this airport s free WiFi Internet access? 01 Yes ASK Q No SKIP TO END (ASK THOSE WHO USED AIRPORT S WIFI INTERNET ACCESS IN Q.50) 51 Have you ever experienced any trouble accessing the Internet through this airport s free WiFi service? 01 Yes 02 No 52 Have you ever called the toll-free customer service number for information about or help with this airport s WiFi Internet access? 01 Yes ASK Q No SKIP TO END (ASK THOSE WHO CALLED THE TOLL-FREE CUSTOMER SERVICE NUMBER IN Q.52) 53 How would you rate your satisfaction with the service you received when you called the airport s WiFi toll-free customer service number? (READ LIST) 04 Very satisfied 03 Satisfied 02 Dissatisfied 01 Very dissatisfied 99 DO NOT READ: Don t know/refused MWAA2011QUE-intercept (pd6) Page 13 Valid starting December 2011 Printed 11/16/11

14 (ASK THOSE WHO RESIDE IN MD/VA/DC IN Q.1) 54 From time to time, the Metropolitan Washington Airports Authority will host focus group discussions among DC area residents. If you would be willing to possibly participate in a focus group discussion or other market research in the future, could you please tell me your name, phone number or ? Your information will only be used for research purposes and is confidential. Name: Phone #: ( ) (READ:) Thank you for your help in this important survey. Your answers will be helpful in improving airport services and facilities. (GIVE RESPONDENT SELF-ADMINISTERED QUESTIONNAIRE) MWAA2011QUE-intercept (pd6) Page 14 Valid starting December 2011 Printed 11/16/11

HAS ARRIVING PASSENGER SATISFACTION QUESTIONNAIRE FINAL Interviewer Comments Section. Time (in 24 hours:)

HAS ARRIVING PASSENGER SATISFACTION QUESTIONNAIRE FINAL 03-03-16 William P Hobby George Bush Intercontinental (HOU) (IAH) Interviewer Comments Section Date Time (in 24 hours:) Terminal: Carousel: Interviewer