FeelingBlue: A Sentiment Analysis of JetBlue
All airline companies face the same set of issues in the industry, including unexpected delays and cancellations. If JetBlue looks beyond industry-wide pain-points, then the company can pinpoint internal weaknesses and address them using their strength. Our analysis focused on providing a unique perspective on keeping customers happy.
Over 5000 unique customer data points analyzed
FeelingBlue uses data scraping techniques to collect customer feedback from several online media sources, including Twitter, Reddit, TripAdvisor, AirlineQuality, and Kayak.
Focus on subjects, not subjectivity
Our approach took advantage of the power of natural language processing in order to perform a rule-based sentiment analysis. We measured the polarity of the data we found in order to approximate a sentiment, weighing those which were objective more heavily than those which were subjective. Our approach also cleaned and prepared the data in order to make it easier for learning models to train on.
The Pain Points
FeelingBlue found that overall, majority of customer feedback is of positive sentiment. The percentage of customers who gave positive feedback was higher than those who gave the opposite. 44% of feedback categories was determined to be more positive while 33% of feedback categories favored a negative sentiment. The 3 categories with a more negative sentiment included Delayed Flights, Cancellations, and Accessibility. Problems concerning these three topics evoked the most negative response from customers. Many feel that the way the airline handles Delayed Flights and cancellations could be improved. It is also evident that more measures could be made to make JetBlue airlines more accessible to customers with disabilities such as wheelchairs.
"JetBlue terminal in LAX does not have a family bathroom. I'm in a wheelchair and they had to clear out the whole ladies' room so my husband could help me. If you have a young children, you have to take them with you or leave them on their own."
How to keep the#FleetOnFleek
- Retain customer loyalty by maintaining excellent staff and service standards
- Utilize JetBlue's recognized customer satisfaction efforts to better accomodate those with disabilities
- Improve communication regarding unavoidable delays or cancellations to customers using direct notifications whenever possible
"Tough choices, but I did all simultaneously as a business traveler. Best experience in a long time! #wishmyflightwaslonger #what"