Examination of passenger reviews of airline companies: Examples from the world and Turkey

Aviation is one of the sectors where service is at the forefront and intertwined with technology in terms of transportation. The quality of the services provided affects the impressions of the passengers. At this stage, examining the readers' comments of the airline companies is an opportunity for the airline companies to improve the travel they offer to the passengers. The public interpretation of passengers' experiences through travel platforms affects airline companies and other passengers of the airline. Measuring passengers' satisfaction levels, understanding what they are satisfied with or what they do not want, will make it possible to provide passengers with a much more satisfying flight experience. For this study, passenger reviews of three different airline operators based in three different regions were contributed to the literature by examining them through the Tripadvisor travel platform, which can be described as one of the popular travel platforms; both content analysis and statistical analysis methods. Brand Finance Global 500 2021 and Brand Finance Turkey 100 2021 lists were used to determine the airline companies to be examined. In this study, it is aimed to examine passenger reviews of Delta Air Lines, Emirates Airlines and Turkish Airlines in terms of certain categories by using the Tripadvisor travel platform. According to the results obtained, it was concluded that Emirates airlines were a more successful company in terms of passenger comments in all the categories examined compared to other airline companies within the scope of the study. In addition, it was seen that the categories that the passengers gave points, had positive and significant relationships among themselves.