CUSTOMER EXPERIENCE RESEARCH
Decoding the passenger experience.
From amenity kits to legroom and lounge launches, organic traveler conversations told a very different, much messier story about the premium passenger experience than standard post-flight surveys.
Brandwatch dashboard and quarterly tear sheets
BRANDWATCH AIRLINE ANALYSIS DASHBOARD
THE RESEARCH QUESTION
What were travelers reacting to in each cabin class?
The airline needed to isolate exactly which touchpoints drove praise or frustration within specific cabin classes, particularly premium tiers. I built complex Boolean architectures in Brandwatch to segment the data twofold: first by cabin class, and second by specific experiential drivers (legroom, catering, lounges, amenities). By cross-referencing sentiment with volume, I pinpointed exactly which details were moving the needle on brand perception.
THREE FINDINGS
The details travelers talked about.
01 A change to the amenity kit
Following a change in brand partnership, organic conversation revealed a distinct perceived decline in the quality of the provided items.
02 Legroom and seating comfort
Legroom surfaced repeatedly as a primary detractor. Segmenting this conversation by specific cabin classes allowed the airline to contextualize the complaints and identify exactly where expectations were missed.
03 The lift from lounge launches
Influencer amplification of new lounge openings served as a major driver of positive brand sentiment. Isolating these posts from standard firsthand feedback provided a cleaner view of actual passenger satisfaction.