Airline Satisfaction Analysis

PowerBI Interactive Dashboard for Airline Passenger Satisfaction

1.Satisfaction of Airline Passengers

Majority passengers (approx. 57%) has given a Neutral or Dissatisfied feedback on the Airline Services. The least rated services with an average score of less than 3.1 are - Departure & Arrival Time Convenience (3.06), Gate Location (2.98), Ease of Online Booking (2.76) and In-flight Wi-Fi Service (2.73).

Among the customers who had given a Neutral or Dissatisfied feedback, except In-Flight Service (3.39), Baggage Handling (3.37) and Departure & Arrival Time Convenience (3.13), all other services are having poor rating.

Type of Customer: 24% of the First-Time passengers and 40% of the Returning users are satisfied with the airline services. The First-time users has given poor rating for In-Flight Entertainment (3.06), Cleanliness (3.06), Food & Drink (3.04), Seat Comfort (3.01), Gate Location (2.99), Online Boarding (2.71) and Ease of Online Booking (2.70). The Returning Passengers has given poor rating for Gate Location (2.97), Ease of Online Booking (2.77) and In-Flight Wi-Fi Service (2.73).

The First-Time Economy Plus Passengers has given a low satisfaction rating for the Airline Services. Only approx.8% of the passengers are satisfied with the travel experience. 14% of the First-Time Economy users and 40% of the First time Business Class users are satisfied with the airline services.

Type of Travel: **Passengers travelling for Personal purpose are least satisfied with the Services. 10% of the Passengers who are travelling for Personal reason are satisfied with the Services compared to Passengers travelling for Business purpose (42%). This might be because majority of the passengers travelling for business purposes opts for Business Class. The services that are poorly rated by the Passengers travelling for Personal purpose are – Leg Room Service (3.08), Food & Drink (3.07), In-Flight Entertainment (3.05), Gate Location (2.92), Online Boarding (2.80), In-Flight Wi-Fi service (2.52) and Ease of Online Booking (2.48).

2.Repeating Airline Passengers

Approximately 82% of the Passengers are Returning Passengers. 49.9% of the Returning Passengers has booked Business class, followed by Economy Class (42.1%) and Economy Plus (8%).

3. Flight Distance

40.66% of the passengers who are travelling less than 3000 miles has given Satisfactory feedback on the overall experience. On the other hand, only 22.6% of the passengers travelling above 3000 miles, has given satisfactory feedback.

4.Best and Worst Factors according to Passengers

The 5 top rated factors are In-Flight Service (3.64), Baggage Handling (3.63), Seat Comfort (3.44), On-board Service (3.38) and In-Flight Entertainment (3.36). The least rated factors with an average score of less than 3.1 are - Departure & Arrival Time Convenience (3.06), Gate Location (2.98), Ease of Online Booking (2.76) and In-flight Wi-Fi Service (2.73).