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

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  • Rita, Paulo
  • Moro, Sérgio
  • Cavalcanti, Gabriel

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.

Suggested Citation

  • Rita, Paulo & Moro, Sérgio & Cavalcanti, Gabriel, 2022. "The impact of COVID-19 on tourism: Analysis of online reviews in the airlines sector," Journal of Air Transport Management, Elsevier, vol. 104(C).
    • Handle: RePEc:eee:jaitra:v:104:y:2022:i:c:s0969699722000977
    DOI: 10.1016/j.jairtraman.2022.102277
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    2. Katarzyna Bilińska & Barbara Pabian & Aleksander Pabian & Beata Reformat, 2023. "Development Trends and Potential in the Field of Virtual Tourism after the COVID-19 Pandemic: Generation Z Example," Sustainability, MDPI, vol. 15(3), pages 1-13, January.
    3. Katsumata, Sotaro & Nishimoto, Akihiro & Kannan, P.K., 2023. "Brand competitiveness and resilience to exogenous shock: Usage of smartphone apps during the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
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    5. Larissa M. Batrancea & Anca Nichita & Andreas-Daniel Cocis, 2022. "Financial Performance and Sustainable Corporate Reputation: Empirical Evidence from the Airline Business," Sustainability, MDPI, vol. 14(20), pages 1-15, October.

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