The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector

Paulo Rita, Moro, Sérgio and Gabriel Cavalcanti

Journal of Air Transport Management, 2022, vol. 104, issue C

Abstract: 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.

Keywords: COVID-19; Coronavirus; Pandemic; Tourism; Airlines; Online reviews (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (7)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:104:y:2022:i:c:s0969699722000977

DOI: 10.1016/j.jairtraman.2022.102277

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