A Generative AI-Driven Analysis of Airline Passenger Feedback: Revealing What Matters Most

The airline industry, characterized by intense competition, relies heavily on customer satisfaction to assess strengths and weaknesses. Online passenger reviews provide a rich source of data, capturing customers’ opinions, expectations, and emotions. Analyzing this feedback helps airlines identify areas for improvement and understand what matters most to passengers. This study employs a zero-shot prompting approach using Google Gemini to interpret Turkish Airlines reviews from Trip Advisor in 2024, demonstrating the model’s effectiveness without domain-specific fine-tuning. The findings highlight factors influencing perceived service quality, performance, and value, illustrating the potential of generative AI in specialized customer sentiment analysis and its practical applications in the airline industry.