Effects of Sentiment Analysis on Airline industry

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Kalyan Uttla, Sai
Issue Date
MSc in Data Analytics
Dublin Business School
This study examines the complex dynamics of how passengers rate and review airline services, aiming to uncover the diverse factors influencing travelers' evaluations of their travel experiences. The research draws insights from platforms like "Yelp," "TripAdvisor," and "Google Reviews," as well as airline-specific channels, to analyze how passengers assess various aspects of airline services. These aspects range from check-in and boarding procedures to in-flight amenities, staff interactions, baggage handling, and overall customer service. Cleanliness, seat comfort, punctuality, seamless connections, and issue resolution are among the elements emphasized in passenger evaluations. Both positive and negative feedback provide nuance, with glowing reviews of outstanding services contrasting with criticisms of delays, poor customer support, and inadequate amenities. These reviews significantly impact airline’s reputations and influence potential travelers. Airlines value customer feedback for improving services and satisfaction. However, it's crucial to avoid generalizing individual experiences to represent overall airline performance. The study explores existing literature on the passenger-airline relationship, highlighting motivations behind rating behaviors. By analyzing models, the research identifies ways to enhance the rating system. It emphasizes interpreting feedback in a balanced manner, considering positive and negative perspectives along with broader consensus. Ultimately, the study underscores the value of the rating and review system as an informative tool for decision making rather than the sole determinant of airline quality.