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Rita, P., Moro, S. & Cavalcanti, G. (2022). The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector. Journal of Air Transport Management. 101

P. Rita et al.,  "The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector", in Journal of Air Transport Management, vol. 101, 2022

@article{rita2022_1732207856925,
	author = "Rita, P. and Moro, S. and Cavalcanti, G.",
	title = "The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector",
	journal = "Journal of Air Transport Management",
	year = "2022",
	volume = "101",
	number = "",
	doi = "10.1016/j.jairtraman.2022.102277",
	url = "https://www.sciencedirect.com/journal/journal-of-air-transport-management"
}

TY  - JOUR
TI  - The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector
T2  - Journal of Air Transport Management
VL  - 101
AU  - Rita, P.
AU  - Moro, S.
AU  - Cavalcanti, G.
PY  - 2022
SN  - 0969-6997
DO  - 10.1016/j.jairtraman.2022.102277
UR  - https://www.sciencedirect.com/journal/journal-of-air-transport-management
AB  - This research aimed to understand how airline companies are addressing the crisis generated by the Covid-
19 pandemic and handling issues like cancellations and customer (dis)satisfaction. Research on online
reviews from the most popular tourism website, TripAdvisor, was conducted through the collection of
review posts from the leading 10 worldwide airline groups by number of passengers. These reviews were
extracted from the sector’s most impacted period during the pandemic – from the date where the first
travel restrictions were imposed until the date where they began to be lifted again (from March to May
2020), which consequently led to a greater number of posted and shared reviews. A total of 885 reviews
were collected and analysed with the help of the Python-based sentiment analysis tool VADER.
Results showed a very negative trend, which was mainly caused by issues related to refund policies and
process, confirming the reported pandemic impact on this sector. Low-cost airlines revealed a lower
customer satisfaction rate when compared to traditional ones, while most of the posts were related to
Loyalty/Competitiveness, which affected brands’ overall equity. This study enables to better understand,
from the customers’ perspective, how airlines were able to deal with the severe impact of the COVID-19
pandemic. Through such knowledge and subsequent critical discussion, we unveil the critical issues that
have led to unsatisfied customers, helping to build up the body of knowledge on airlines’ recovery after the
pandemic.
ER  -