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Analyzing airline reviews during COVID to track the quality of their customer service

With ever-increasing global restrictions in place, the travel industry has been one of the hardest hit by coronavirus.

We wanted to find out how these travel restrictions have affected the flight experience for those who have travelled, and if there has been a change in the way these people feel they have been dealt with by airline staff.

We analyzed review data before coronavirus, and during to see if there has been a perceived change in customer experience provided by three US airlines.