TY - JOUR
T1 - Impact of Covid-19 on passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to sleep
AU - Monmousseau, Philippe
AU - Marzuoli, Aude
AU - Feron, Eric
AU - Delahaye, Daniel
N1 - KAUST Repository Item: Exported on 2020-10-01
Acknowledgements: The 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.
PY - 2020/9/4
Y1 - 2020/9/4
N2 - The 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.
AB - The 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.
UR - http://hdl.handle.net/10754/665073
UR - https://linkinghub.elsevier.com/retrieve/pii/S2590198220300907
UR - http://www.scopus.com/inward/record.url?scp=85090149269&partnerID=8YFLogxK
U2 - 10.1016/j.trip.2020.100179
DO - 10.1016/j.trip.2020.100179
M3 - Article
C2 - 34173460
SN - 2590-1982
VL - 7
SP - 100179
JO - Transportation Research Interdisciplinary Perspectives
JF - Transportation Research Interdisciplinary Perspectives
ER -