Table of Contents

Author: Pankaj Chowdhury


Abstract

The aviation industry in India has grown rapidly over the past few years, with scheduled air transport services covering domestic and international flights, non-scheduled services like charters and air taxis, and air cargo services for transporting goods and mail. To elevate customer satisfaction, fortify brand reputation, and nurture customer loyalty and retention, airlines must conscientiously track the Recommendation Rate & Passenger Sentiments for their services. These insights are essential for ensuring that the airline’s performance aligns with customer expectations. Vistara and IndiGo are the clear winners in terms of customer satisfaction, with over 70% of passengers reporting positive experiences. When it comes to choosing an airline in India, passenger preferences take flight with Vistara, securing the top spot with a commanding 72.6% recommendation rate. Indigo follows closely behind, earning a respectable 56.2% endorsement.

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Keywords: sentiment analysis, text mining, indian airlines, skytrax


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