Airline Passenger Satisfaction Analysis

Description

The Airline Passenger Satisfaction dataset comprises an extensive range of customer feedback provided by passengers. With the aim of enhancing airline service. The dataset includes data on different factors of the passengers’ travel experience, including flight distance, gender, age, type of travel, class, seat comfort, inflight entertainment, onboard service, cleanliness, departure delay, arrival delay, and overall satisfaction. This dataset provides valuable insights into the factors that impact passenger satisfaction and dissatisfaction. Airlines can utilize this information to enhance their services and improve the overall travel experience for their customers.

Objectives

What drives passenger satisfaction?

  • Satisfaction – rated as “Satisfied” or “Neutral or Dissatisfied” does not directly correlate with rating scores, so it’s presumably a self-identified metric.
  • What do “Satisfied” passengers rank highly? What do “Neutral or Dissatisfied” passengers rank lowly?

How do those values vary by passenger group? Which groupings have the most consistent ratings?

  • Business vs Personal Travelers
  • Business vs Economy/Economy Plus Cabin Class
  • Loyal vs Disloyal Passengers
  • Flight Delay vs No Delay

Insights

⌕ Inflight wifi service and ease of online booking are services that need to be improved immediately.

⌕ Improved more on Flight Services:
Targeting passengers aged between 57 to 75 years, or more precisely for younger passengers aged 7 to 24 years.

⌕ Economy class is the flight class that needs to be prioritized for service improvement.

Next Steps

Recommended forms of service to improve satisfaction with Inflight wifi service:
⌕ Improve wifi equipment on aircraft
⌕ Provide clear instructions on how to connect to wifi services
⌕ Offer various content such as movies, TV shows, and music

Recommended forms of service to improve satisfaction with Ease of booking:
⌕ Simplify the booking process
⌕ Ensure that the website or mobile application is user-friendly
⌕ Offer a variety of payment options
⌕ Provide a clear and concise summary of booking details

Presentation Slides

You’ll find a deeper analysis in the slides—feel free to take a look!