In the air travel industry, the adage “you’re only as good as your last review” holds a significant amount of truth. Customer sentiment, once relegated to the purview of customer service, has now become a critical factor in revenue management strategies. As airlines strive to protect revenue and gain market share, the integration of customer sentiment analysis into decision-making processes is no longer optional—it’s essential. Identifying Revenue Risks from Customer Frustration An angry customer is not a loyal customer. Negative reviews can lead to decreased customer retention as dissatisfied passengers…
The Importance of Sentiment Analysis in Airline Revenue Management Strategies
