UNCOVERING TRENDS IN AIRLINE INDUSTRY USING TWITTER SENTIMENT ANALYSIS

Abstract

Micro-blogging websites have evolved to become a source of all kinds of information. People post all kinds of real time messages on micro-blogs including their experience of a service they use, opinions on a variety of topics and current issues, complains and positive sentiments about the product they use. Twitter offers a unique dataset in the world of brand sentiment. Brands receive sentiment messages directly from their customers in real time on twitter. These brands have the opportunity to analyze these messages to determine the consumer sentiment. Airline industry being a high volume service industry receives hundreds of comments on their social media pages daily from their customers regarding their experiences, complaints and opinions on the services provided. The aim of this study is to analyze the sentiments of a corpus of tweets posted with hashtags and twitter handles of major Airline players in India, including Jetairways and AirIndia. The study aims to classify the tweet sentiments as positive, negative and neutral. The purpose of this study is to identify key service areas of these companies which require further improvements and the areas which provide positive experience to the customers. The study further discovers trends from the data which may generate actionable insights.