Customer experience research
What travelers noticed in premium cabins
From amenity kits to legroom and lounge launches, online conversations showed which details shaped the premium passenger experience.
Brandwatch dashboard and quarterly tear sheets
The research question
What were travelers reacting to in each cabin class?
The airline wanted to know which parts of the experience drew praise or frustration in each cabin, especially in premium classes. I built Boolean categories in Brandwatch to separate conversations by cabin class and by topic, including legroom, meals, lounges, and amenities. I compared sentiment with conversation volume to see which details shaped passengers’ perceptions.
Three findings
The details travelers talked about.
01 A change to the amenity kit
After the brand partnership changed, some travelers said the items in the amenity kits felt lower in quality.
02 Legroom and seating comfort
Legroom came up repeatedly as a source of frustration. Breaking the comments down by cabin class showed where passengers felt the experience fell short.
03 The lift from lounge launches
Influencer posts about new lounge openings helped drive positive conversation. I separated those posts from firsthand passenger feedback to show what was behind the praise.