Sentiment Analysis and Topic Modeling of Customer Feedback in High Passenger Traffic Airports in Europe

The airport industry is highly competitive and rapidly growing.Airport management must understand passenger experiences and act accordingly.The aim of this study is to analyze customer reviews of European airports with passenger traffic of 20 million or more using natural language processing methods.In this context, 9,607 passenger reviews obtained from Skytrax for 21 airports were examined.As a result of the analyses, a sentiment score ranking was created for the airports, and attempts were made to define the feelings and expectations of the customers.According to the sentiment score ranking, Athens International Airport turned out as the airport with the highest sentiment score in Europe, while London Stansted Airport received the lowest score.News about the first and last ranked airports were examined in the analysis.Inferences were made based on repeated words with frequency analysis, topics named "Staff and Security Checks", "Delay and Long Queues" and "Positive Aspects" were obtained with topic modeling.With this approach, applicable suggestions from passenger reviews and the importance of using qualitative methods was emphasized.