Impact of Covid-19 on passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to sleep
KAUST DepartmentDivision of Electrical, Computer and Mathematical Science and Engineering, King Abdullah University of Science and Technology
Online Publication Date2020-09-04
Print Publication Date2020-09
Permanent link to this recordhttp://hdl.handle.net/10754/665073
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AbstractThe COVID-19 pandemic has had a significant impact on the air transportation system worldwide. This paper aims at analyzing the effect of the travel restriction measures implemented during the COVID-19 pandemic from a passenger perspective on the US air transportation system. Four metrics based on data generated by passengers and airlines on social media are proposed to measure how the travel restriction measures impacted the relation between passengers and airlines in close to real-time. The proposed metrics indicate that each airline has reacted differently to the COVID-19 travel restriction measures from a passenger perspective, therefore they can be used by airlines and passengers to improve their decision making process. This report comes ahead of official data related to the same sequence of events, thereby showing the value of passenger-borne data in an industry where corporate priorities, institutional prudence, and passenger satisfaction come close together.
CitationMonmousseau, P., Marzuoli, A., Feron, E., & Delahaye, D. (2020). Impact of Covid-19 on passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to sleep. Transportation Research Interdisciplinary Perspectives, 7, 100179. doi:10.1016/j.trip.2020.100179
SponsorsThe authors would like to thank Nikunj Oza from NASA Ames Research Center, the French École Nationale de l'Aviation Civile and the King Abdullah University of Science and Technology for their financial support. The authors would also like to deeply thank all workers and researchers associated in the fight against the COVID-19 pandemic, with a special thought to health-care workers and providers.
Except where otherwise noted, this item's license is described as This is an open access article under the CC BY license.