Unleashing the Power of User Reviews: Exploring Airline Choices at Catania Airport, Italy
Vincenzo Miracula, Antonio Picone

TL;DR
This paper investigates how social influence mechanisms and sentiment analysis of user reviews from platforms like Trustpilot, Google, and Twitter can reveal factors affecting airline choices at Catania Airport, Italy.
Contribution
It introduces a novel approach combining web scraping and a refined BERT model to analyze sentiment in airline reviews, providing insights into consumer preferences and airline reputation dynamics.
Findings
Negative sentiment is prevalent across airlines.
Awards do not significantly influence user perception.
Sentiment analysis reveals key factors affecting airline choices.
Abstract
This study aims to investigate the possible relationship between the mechanisms of social influence and the choice of airline, through the use of new tools, with the aim of understanding whether they can contribute to a better understanding of the factors influencing the decisions of consumers in the aviation sector. We have chosen to extract user reviews from well-known platforms: Trustpilot, Google, and Twitter. By combining web scraping techniques, we have been able to collect a comprehensive dataset comprising a wide range of user opinions, feedback, and ratings. We then refined the BERT model to focus on insightful sentiment in the context of airline reviews. Through our analysis, we observed an intriguing trend of average negative sentiment scores across various airlines, giving us deeper insight into the dynamics between airlines and helping us identify key partnerships, popular…
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Taxonomy
TopicsAviation Industry Analysis and Trends · Air Traffic Management and Optimization · Impact of AI and Big Data on Business and Society
MethodsMulti-Head Attention · Attention Is All You Need · Linear Layer · Layer Normalization · Attention Dropout · WordPiece · Dense Connections · Refunds@Expedia|||How do I get a full refund from Expedia? · Adam · Residual Connection
