Tell Us About Your Flight Issue

Thank you for reaching out! To help our team resolve your issue as quickly as possible, please provide as much detail as you can in the form below.

Contact Information

Your Name:

Email Address:

App Store/Marketplace Username:

Is this a premium/paid account?

Device & App Information

Device Model:

Operating System & Version:

App Version Number:

Details of the Issue

Please select the type of issue you are experiencing (check all that apply):

Please describe the problem in detail:

(e.g., "The app freezes when I search for a flight," or "The arrival time for my flight is showing as incorrect.")


If applicable, please provide the following flight details:


Flight Number (e.g., BA249, UA8700):

Airline:

Date of Travel:

Departure Airport (IATA code or full name):

Arrival Airport (IATA code or full name):

Please describe the steps you took that led to the issue:

Were you connected to Wi-Fi or cellular data when the issue occurred?

Please provide the approximate date and time the issue occurred (including timezone):

Additional Information

Please attach any screenshots or screen recordings that help illustrate the problem.

Description / File Name

Upload File

 
 
 
 
 
 
 
 
 
 

Thank you for your patience. Our support team will review your request and get back to you as soon as possible.

App Support Form Insights

Please remove this app support form insights section before publishing.


Here's a detailed breakdown of why each section and question is important:

1. Contact Information

  • Purpose: This section ensures the support team can follow up with the customer.
  • Why it's effective: Asking for the App Store username and whether they are a premium user is a smart move. It allows the support team to quickly look up the customer's account and access history, which might be different for paying users (e.g., access to more data sources or features).

2. Device & App Information

  • Purpose: This is crucial for debugging. App behavior can vary significantly across different devices, operating systems, and app versions.
  • Why it's effective: By asking for the specific device model, OS version, and app version, the support team can attempt to replicate the problem in the same environment. This helps to narrow down whether the issue is a bug in the code, a compatibility problem with the OS, or an issue that has already been fixed in a newer release.

3. Details of the Issue

  • Purpose: This is the core of the form, designed to get to the heart of the problem with maximum efficiency.
  • Why it's effective:
    • Issue Type Checklist: This is brilliant for triage. The checkboxes categorize the problem from the start. A "Map not loading" issue might go to a different team than an "Incorrect data" issue, streamlining the process.
    • Detailed Description & Steps to Reproduce: This is the most valuable part. The free-form description and the "steps to reproduce" allow the user to tell the story of the bug. The "steps to reproduce" are the gold standard for a bug report—if the support team can follow those steps and see the same problem, it makes finding a solution much faster.
    • Specific Flight Details: This is essential for a flight-tracking app. A vague report like "the app showed the wrong arrival time" is hard to act on. A report with a specific flight number, airline, and date allows the support team to look at the exact data that was fetched and compare it to their sources, helping them determine if the problem was with data processing, the data source itself, or a display issue.
    • Connectivity: Knowing if the user was on Wi-Fi or cellular helps diagnose network-related problems, such as dropped connections or firewall issues.
    • Date and Time: This helps the team check their server logs for data requests made at that exact moment, providing a digital paper trail of the event.

4. Additional Information

  • Purpose: To provide visual context.
  • Why it's effective: Screenshots and screen recordings are invaluable. They can show a bug that's difficult to describe in text, or highlight a small visual detail that might be the key to understanding the problem.

In summary, this form is very well-designed because it moves beyond a simple complaint and guides the user to provide the specific, actionable information needed for a technical team to solve the problem quickly and efficiently. It's a great example of user-centered design for a support process.

Mandatory Questions Recommendation

Please remove this mandatory questions recommendation before publishing.


Based on the support form you provided, all of the questions are intended to be mandatory to ensure your support team receives the necessary information to address a user's issue effectively.


However, if you had to prioritize, the most critical sections and questions are:


  1. Email Address: This is the most crucial piece of information. Without a valid email address, your support team cannot follow up with the customer, provide a solution, or ask for clarifying details. It is the single point of contact for the entire support process.
  2. Detailed Problem Description & Steps to Reproduce: These two questions, especially when combined, are the heart of the form. A specific problem description helps the team understand the user's frustration, while the steps to reproduce provide a clear, actionable path for your developers or support staff to replicate the bug. Without this information, it is often impossible to find and fix the underlying issue.
  3. App Version Number & Device Model/OS: These are highly important for technical support. They provide the context needed to understand if the issue is a known bug on a specific device or operating system, or if it's a new problem that needs to be investigated. Bugs can often be isolated to a particular combination of app version and device, and this information can instantly tell your team where to look.


While questions like "Your Name" or "App Store Username" are helpful for personalizing the support experience and finding an account, they aren't strictly necessary for debugging a technical problem. The flight-specific details are also critical, but primarily for issues related to incorrect data rather than app crashes or performance issues. In short, the form is designed so that every question contributes to a more efficient and effective support workflow.

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