FlyHigh Airlines Customer Feedback
Analysis: A Comprehensive AI-Powered
Business Intelligence Report
Executive Summary
This report delivers a detailed, AI-driven analysis of 294 customer reviews for FlyHigh Airlines,
covering five flight routes (FH101, FH202, FH310, FH455, FH521) from July 2025 to May 2026.
Advanced AI methodologies—including sentiment analysis, thematic categorization, word cloud
generation, and flight performance benchmarking—were employed to uncover actionable insights.
These methods revealed an overall positive customer sentiment (51.0% positive), though
significant performance gaps exist across routes. FH310 stands out with a 3.49/5.0 rating, while
FH202 lags at 2.92/5.0, signaling a need for urgent action. Eight key themes emerged, with
Check-in & Boarding affecting nearly half of all customer experiences, marking it as the top
priority for improvement. The analysis adhered to ethical AI practices, such as bias detection and
hallucination mitigation, ensuring reliable and fair results.
1. Introduction
Customer satisfaction is a cornerstone of success in the competitive airline industry. Meeting and
exceeding passenger expectations fosters loyalty and attracts new customers. FlyHigh Airlines
commissioned this AI-powered analysis to transform unstructured customer feedback into
actionable intelligence. By leveraging cutting-edge AI tools, this report provides a deep dive into
customer sentiment, recurring themes, and route-specific performance, empowering the airline to
enhance services, streamline operations, and elevate the overall customer experience.
2. Dataset Description
The dataset comprises 294 customer reviews collected over 11 months (July 2025–May 2026)
across five flight routes. It includes passenger details, flight information, numerical ratings (1-5
scale), and open-ended feedback. With a quality exceeding 98% completeness, minimal missing
data, and standardized formatting, the dataset offers a solid basis for analysis. Reviews are evenly
distributed across routes, ensuring a balanced perspective on customer experiences.
3. Prompting Methodology
The analysis utilized a multi-platform AI approach for accuracy and depth:
ChatGPT-4: Handled natural language processing and thematic analysis.
Claude: Performed data validation and consistency checks.
Microsoft Copilot: Conducted statistical analysis and data processing.
Perplexity AI: Validated research and provided benchmarking.
Prompt engineering techniques included chain-of-thought prompting for complex tasks, few-shot
prompting for consistency, and multi-method validation (TextBlob, VADER, rating-based
classification) for reliability. Human oversight and iterative refinement further strengthened the
results, capitalizing on the complementary strengths of these advanced tools.
4. Key Insights and Findings
4.1 Sentiment Analysis
Distribution: 51.0% positive (150 reviews), 30.6% negative (90 reviews), 18.4% neutral
(54 reviews).
Sentiment Score: Average 0.123 (slightly positive), ranging from -0.759 to +0.929, with a
standard deviation of 0.436.
Emotion Detection: Neutral (47.3%), Joy (22.1%), Anger (9.5%), others (mixed emotions,
fear, trust, sadness).
Validation: A strong correlation (0.863) between AI-derived sentiment and numerical
ratings.
Multiple methodologies ensured robust sentiment analysis. TextBlob detected linguistic polarity,
VADER analyzed informal text, and rating-based classification provided a numerical anchor. A
majority vote system synthesized these results, delivering a reliable sentiment profile reflective of
customer perceptions.
4.2 Thematic Analysis
Eight key themes were identified:
1. Check-in & Boarding: 47.6% of experiences (140 mentions), 43.57% negative—long
queues and app malfunctions dominate complaints.
2. Service Quality - Positive: 33.3% (98 mentions), 13.27% negative—crew professionalism
frequently praised.
3. Seating & Comfort: 20.1% (59 mentions), 32.20% negative—legroom and seat quality
concerns.
4. Aircraft & Facilities: 19.7% (58 mentions), 27.59% negative—focus on modernity and
cleanliness.
5. Price & Value: 17.7% (52 mentions), 44.23% negative—perceived value issues.
6. Baggage Issues: 17.0% (50 mentions), 58.00% negative—lost luggage a critical pain
point.
7. Food & Beverage: 16.3% (48 mentions), 43.75% negative—meal quality dissatisfaction.
8. Flight Operations - Delays/Cancellations: 12.6% (37 mentions), 45.95% negative—poor
communication during disruptions.
For instance, Check-in & Boarding feedback often highlighted slow processes and technical
glitches, while Service Quality - Positive showcased appreciation for attentive staff, a clear
strength to build upon.
4.3 Word Cloud Analysis
Top Terms: 'Crew' (100 mentions), 'Seat' (42), 'Boarding' (31), 'Service' (30).
Sentiment Ratio: 1.78:1 positive to negative words.
Categories: Service & Staff (36.4%), Processes & Operations (26.9%), Comfort & Seating
(18.5%), Amenities & Services (17.9%).
The word cloud visually emphasized frequent terms like 'Crew,' reflecting its pivotal role in
customer feedback. The 1.78:1 sentiment ratio underscores a positive lean, though terms like
'Boarding' and 'Baggage' carried more negative weight.
4.4 Flight Performance Benchmarking
FH310 (Best): 3.49/5.0 rating, 55.9% positive, 0.190 sentiment score—low delays
(10.2%).
FH202 (Worst): 2.92/5.0 rating, 44.1% positive, 0.050 sentiment score—high delays
(18.6%).
Gap: 0.57-point rating difference, highlighting operational inconsistencies.
FH310’s operational excellence contrasts sharply with FH202’s struggles, particularly in delays
and baggage handling, necessitating targeted interventions.
5. Business Recommendations
5.1 Immediate Action Items
FH202 Crisis (30 days): Perform an operational audit to pinpoint delay and baggage
issues. Introduce real-time communication updates for passengers. Goal: Cut delay rate
from 18.6% to 10.2%.
Baggage Overhaul (60 days): Implement IoT baggage tracking and a dedicated resolution
team. Goal: Reduce negative sentiment from 58% to below 30%.
These steps address urgent pain points, aiming to quickly boost satisfaction on FH202 and resolve
baggage-related frustrations.
5.2 Strategic Improvements
Best Practice Replication (90 days): Codify FH310’s successful practices for rollout
across routes via crew training and standardized processes.
Check-in Optimization (120 days): Revamp the mobile app and deploy advanced queue
management systems to streamline boarding.
Replicating FH310’s success and improving check-in processes will enhance consistency and
address a high-impact dissatisfaction area.
5.3 Long-term Initiatives
Customer Experience (180 days): Launch a crew training program emphasizing
interaction skills and create continuous feedback mechanisms.
Technology Integration (12 months): Introduce AI chatbots for instant issue resolution
and real-time sentiment monitoring for proactive management.
These initiatives will foster a customer-centric culture and leverage technology for sustained
improvement.
6. Reflection on Ethical AI Use
6.1 AI Hallucination Mitigation
Cross-model validation, human oversight, and confidence scoring prevented fabrication and
misinterpretation, ensuring data integrity.
6.2 Bias Detection and Mitigation
Diverse methodologies and transparency protocols countered biases from training data, cultural
differences, and temporal skew.
6.3 Plagiarism Prevention
Custom prompts and original frameworks guaranteed unique, transparent content.
7. Conclusion and Future Directions
This analysis distilled 294 reviews into actionable insights, with an 86.3% sentiment-rating
correlation. FlyHigh Airlines can tackle FH202’s challenges, emulate FH310’s strengths, and
prioritize Check-in & Boarding enhancements. Ethical AI practices underpinned reliable results.
Strategic Value
Operational Excellence: Address performance gaps.
Customer-Centricity: Prioritize service improvements.
Competitive Edge: Optimize resources proactively.
Future Directions
Predictive modeling for trends.
Real-time monitoring for instant responses.
Multi-modal analysis integrating voice and social media.
By implementing these recommendations and advancing AI analytics, FlyHigh Airlines can boost
satisfaction, streamline operations, and lead the industry.
