IT´S TIME TO IMPROVE THE AIR PASSENGER EXPERIENCE

An AI-based system can help airlines identify common passenger complaints and take steps to improve their experience

Customer satisfaction is the key to success, especially in the airline industry, where companies are constantly competing for business. A study from the University of Missouri has used artificial intelligence to analyse thousands of customer reviews and identify airline pain points.

Sharan Srinivas, an adjunct professor in the Department of Industrial and Systems Engineering and the Department of Marketing, used artificial intelligence to analyse nearly 400,000 unique and public customer reviews for six US airlines. After sorting the information, it developed algorithms that identified the most common themes covered in reviews and determined customer sentiment (positive or negative) towards each of the identified themes, allowing airlines to better understand the perspective and experience of customers. Your clients.

The results showed that most of the negative opinions related to lost luggage, uncomfortable seats and flight cancellations, while customers valued more positively the inflight entertainment, the service of the ground and cabin staff. and service in first and second class seats.