1. Data Overview
The dataset consists of Emirates airline reviews.
- Initial Data: Loaded from `emirates-reviews.csv`.
- Cleaning:
- Converted dates (`Date Flown`, `Date Published`) to appropriate formats.
- Handled missing values by filling numeric gaps with means and dropping incomplete rows.
- Removed duplicates.
- Final cleaned dataset saved as `Emirates_reviews_cleaned_dataset.csv`.
2. Key Insights
-Customer Satisfaction Drivers
- Correlation Analysis: A correlation matrix was generated to understand relationships between different rating categories (Seating Comfort, Staff Service, Food Quality, Entertainment, Value for Money) and the Overall Rating.
- Statistical Significance: Pearson correlation tests confirmed that factors like Food Quality, Staff Service, Seating Comfort, and Entertainment have statistically significant relationships with "Value for Money" (p-value < 0.05).
Rating Trends
- Overall Rating Distribution: The distribution of overall ratings was visualized to see the spread of customer sentiment.
- Temporal Trends:
- Analysis of ratings over the years shows how customer satisfaction has evolved.
- A 3-month moving average was used to smooth out short-term fluctuations and highlight longer-term trends.
- Trends were analyzed specifically for "Trip Verified" reviews to ensure authenticity.
Travel Class & Aircraft Analysis
- Travel Class: Ratings were segmented by Travel Class (e.g., Economy, Business, First) to compare satisfaction levels across different service tiers.
Aircraft Performance:
- Top 10 aircraft with the highest seating comfort ratings were identified.
- Conversely, aircraft with the lowest seating comfort ratings were also highlighted, pointing to specific equipment that may need attention.
Customer Sentiment
- Word Cloud: A word cloud generated from review titles highlights the most frequent terms used by customers, offering a quick visual summary of common themes (e.g., "Great", "Service", "Flight", "Good", "Bad").
3. Actionable Recommendation:
- Launch a "Service Excellence" training module specifically for Economy crew. The data suggests that simply being "fed" isn't enough; Economy passengers value interaction and responsiveness, which is currently lacking compared to Premium cabins.
- Prioritize the interior retrofit budget specifically for the Boeing 777 fleet to bring seat width and legroom in line with A380 standards. Marketing should also clearly distinguish these aircraft during booking so passengers manage expectations.
- Move to a "Freemium" high-speed model. Upgrade bandwidth to support streaming and offer free messaging (WhatsApp/iMessage) to all loyalty members to boost the perception of value without giving away full bandwidth.
- Introduce a "Family Priority" service standard. This includes guaranteeing seated-together assignments for families at booking (free of charge) and refreshing the "Fly With Me" kids' kits, as families are currently the airline's harshest critics.
4. Conclusion
The analysis provides a comprehensive view of customer sentiment towards Emirates. It highlights key drivers of satisfaction, tracks performance over time, and identifies specific areas (like certain aircraft or service aspects) that impact the "Value for Money" perception.