Airline Customer Text Reviews

This dataset provides 1193 honest text reviews about American Airlines, sourced from the Trustpilot platform [1]. Trustpilot, a Danish consumer business founded in 2007, hosts reviews of businesses globally [1]. The reviews highlight a range of customer experiences, including flight delays and cancellations [2-6], issues with customer service [3, 4, 7], problems with seat assignments and upgrades [3, 8], and difficulties with refunds or compensation [2-5]. This collection of feedback offers valuable insights into passenger satisfaction and common grievances when travelling with American Airlines [2-5, 7-10].

The dataset includes two key columns [11]: * index: An identifier for each individual review [11]. * reviews: The actual text content of the customer's review [11].

The dataset contains 1193 text reviews related to American Airlines [1]. It is structured with two columns, namely 'index' and 'reviews' [11]. The dataset is listed as a free resource on the Opendatabay platform and is currently at version 1.0, with a listed quality of 5 out of 5 [1, 12].

This dataset is suitable for various analytical and research purposes [1]: * Natural Language Processing (NLP): Ideal for tasks such as sentiment analysis to gauge overall customer perception [1], topic modelling to identify recurring issues (e.g., delays, customer service, compensation) [2-5, 7-10], and keyword extraction. * Customer Experience Analysis: Helps in understanding key pain points and areas for service improvement within the aviation sector. * Market Research: Provides insights into airline performance and customer expectations. * Business Intelligence: Can inform strategic decisions for airlines or related service providers.

The dataset covers customer reviews for American Airlines, a global airline [12]. The reviews are sourced from Trustpilot, which hosts reviews of businesses worldwide [1]. This implies that the experiences recounted could originate from various routes and regions where American Airlines operates, such as within the US (Tampa to Providence, Boston, Florida to PA) or international flights (Heathrow, Ireland, Maui) [2-5, 8]. The dataset was listed on 27/06/2025, but the time range of the actual reviews is not specified in the sources [12].

CC0

This dataset is valuable for a range of users: * Data Scientists and Analysts: For conducting detailed text analysis, sentiment scoring, and identifying trends in customer feedback [1]. * Academic Researchers: To study consumer behaviour, service quality, and the impact of operational issues in the airline industry. * Airline Management and Customer Service Teams: To gain direct insights into customer dissatisfaction and areas requiring operational or policy adjustments [2-5, 7-10]. * Travel Industry Stakeholders: To monitor brand perception and benchmark service levels.

Original Data Source: American Airline Reviews Trustpilot