Abstract
US Airline is recognized as the world's largest airline, with a massive number of daily departures completed and a combined fleet of over 2700 aircraft. US Airlines have carried major 18 airlines, categorized as mainline, regional, and freight airlines. United Airline is one of the major airlines in the US after American Airlines and Delta Airlines in the world. Today, companies received as much feedback from their customers. Customers can share their opinion and emotion through social media platforms, such as Twitter. Thus, collecting and understanding customer’s opinion become the key benefits for the aviation industry to get actionable insights while increasing their competitiveness. Such insights are useful in planning and execution to increase the relationship with customers. Thus, this study was conducted to analyze customer’s feedback in different airlines to discover actionable insights that increase the competitiveness of United Airline. The analysis result will be visualized on Tableau dashboards and BI solutions will be provided. By implementing the BI solutions, United Airline can make accurate decisions and define next strategies by identifying those positive and negative references. Thus, United Airline can improve the quality of their service, enhance customers loyalty, and boost business profitability.
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