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From emotional data to decisions: A systematic review on how airlines use sentiments and emotions to stay ahead

Author

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  • Antunes, Francisco
  • Freire, Manuela
  • Melo, Paulo
  • Costa, João Paulo

Abstract

This study examines the application of sentiment analysis (SA) and emotion detection (ED) within the airline industry. Using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) methodology, we identified and evaluated relevant literature from Scopus, Web of Science, and Google Scholar (2014–2024), yielding 60 high-quality studies. The results are organized into four thematic clusters: customer analysis, crisis management, business improvements, and analytics techniques.

Suggested Citation

  • Antunes, Francisco & Freire, Manuela & Melo, Paulo & Costa, João Paulo, 2026. "From emotional data to decisions: A systematic review on how airlines use sentiments and emotions to stay ahead," Journal of Air Transport Management, Elsevier, vol. 131(C).
    • Handle: RePEc:eee:jaitra:v:131:y:2026:i:c:s0969699725001747
    DOI: 10.1016/j.jairtraman.2025.102911
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