Task 1: Identify and Analyze Negative Reviews with Sentiment Analysis, Topic Modeling and LLM fine-tuning.
Task 2: Based on previous booking data, customer behviours and route information, build a machine learning model to predict booking completion.
Task 1: Identify and Analyze Negative Reviews with Sentiment Analysis, Topic Modeling and LLM fine-tuning.
British Airways CX Analysis is an assessment of the customer experience provided by British Airways, based on user reviews and independent research, with two main objectives:
- Identify opportunities for enhancing customer satisfaction
- Analyze customer feedback and data and provide recommendations for enhancing the overall CX
Market Trends and Competition
Sentiment Analysis across travel classes for British Airways
Identify Domain words
- Some common tokens (such as ‘flight’, ‘ba’) spuriously increase sentence similarity (cosine)
- Stop words, domain words and other “non-informative” tokens discarded to improve discriminative power of topic model
- HDBSCAN clustering performance improves, by clustering around less-frequent, topic-specific tokens
Topics detected with BERTopic & Google Gemini Pro Scraping and Analytics Notebooks
Visualize Inter-Topic Distance with DataMapPlot
Resolving CX challenges: Recommendations
Recommendations for BA Engineering and Analytics
- British Airways - statistics & facts https://www.statista.com/topics/5372/british-airways/#topicOverview
- British Airways Plc: Competitors https://www.globaldata.com/company-profile/british-airways-plc/competitors/
- How Much Airline Revenue Comes From Business Travelers? https://www.investopedia.com/ask/answers/041315/how-much-revenue-airline-industry-comes-business-travelers-compared-leisure-travelers.asp
- British Airways Competitors https://www.comparably.com/companies/british-airways/competitors
- British Airways plans to make up to 12,000 staff redundant. BA boss says more than one in four jobs could go as coronavirus causes global collapse in air travel https://www.theguardian.com/business/2020/apr/28/british-airways-plans-to-make-up-to-12000-staff-redundant
- British Airways Plc's worldwide revenue from FY 2010 to FY 2022 (in million GBP) https://www.statista.com/statistics/264296/british-airways-worldwide-revenues-since-2006/?kw=&crmtag=adwords&gclid=CjwKCAiAiP2tBhBXEiwACslfnrguU6XsRAXQ25JuO3AEwckyFTHvHdCD9DcUI-8Pr2XRFdLSbYCdXRoCJaEQAvD_BwE
- Airport Operational Performance and Its Impact on Airline Cost https://www.researchgate.net/publication/300299980_Airport_Operational_Performance_and_Its_Impact_on_Airline_Cost
- Individual Annual Financial Report 2022, IAG https://www.iairgroup.com/investors-and-shareholders/financial-reporting/annual-reports/
- Andrijana Bogdanovska Djurovic "Transformational Change or Not?: The Case of British Airways (2008-2010)" https://papers.ssrn.com/sol3/papers.cfm?abstract_id=1947296
- Alderighi et al. "A case study of pricing strategies in European airline markets: The London – Amsterdam route" https://www.sciencedirect.com/science/article/abs/pii/S0969699711000226
- Gov, S.A. and Dergisi, Y.B. (2020) "Strategic Alliances in airline business: Comparison of Skyteam, Oneworld, Star Alliance groups," [Preprint]. Available at: https://doi.org/10.35408/comuybd.629382.
- Graham, A. (2020) "U.K. regional airports" Air Transport and Regional Development Case Studies , pp. 64-85. Available at: https://doi.org/10.4324/9781003092063-5.
- Havlovic, S.J. (2020) "European works councils in the airline industry," Strategic Innovative Marketing and Tourism , pp. 1-6. Available at: https://doi.org/10.1007/978-3-030-36126-6_1
- Light, L. (2020) British Airways needs to revitalize its Brand , Forbes . Forbes Magazine. Available at: https://www.forbes.com/sites/larrylight/2020/08/14/british-airways-needs-to-revitalize-its-brand/?sh=6eaeef0d747e