British Airways Reviews

Quick Summary

  • Goal: Analyze customer reviews of British Airways, covering aspects such as overall rating, cabin staff service, entertainment, food, type of traveler, seat type, aircraft, and continent traveled to.

  • Process: Followed a tutorial using provided first-party data. Data was reviewed in Excel for understanding and visualized using Tableau to create an interactive dashboard.

  • Insights:

    • Overall Customer Satisfaction:

      • The average overall rating is 4.2, but some service aspects rank significantly lower.

    • Cabin Staff & Service Ratings:

      • Cabin staff service has an average rating of 3.3, indicating a need for improvement.

    • Entertainment & Food Quality:

      • Entertainment is rated particularly low at 1.4, suggesting dissatisfaction with in-flight media options.

      • Food & beverages receive a 2.4 rating, showing room for enhancement in meal offerings.

    • Seating & Value for Money:

      • Seat comfort (2.9) and value for money (2.8) are both below average, which could affect customer retention.

    • Aircraft-Specific Ratings:

      • The Boeing 747-400 received the highest overall rating (4.7), while the A321 had the lowest rating (3.6).

    • Geographic Trends:

      • Customer satisfaction levels vary by country and flight route, indicating potential service disparities across regions.

Project Summary

The British Airways Reviews project aimed to visualize and analyze customer feedback across multiple categories to identify strengths and weaknesses in the airline's services. The dataset included key variables such as overall rating, traveler type, cabin class, entertainment, food, and aircraft type, allowing for an in-depth exploration of customer sentiment.

By leveraging Tableau, an interactive dashboard was built, enabling users to filter reviews based on customer demographics, seat types, and destinations. This visualization helps pinpoint key areas for customer satisfaction improvement.

Project Environment

  • Tools and Technologies Used:

    • Excel – Used to explore and understand the dataset before visualization.

    • Tableau – Created interactive dashboards and applied filters for deeper insights.

  • Context & Business Purpose:

    • The project aimed to understand customer satisfaction trends for British Airways.

    • Insights can help identify service strengths and areas needing improvement.

  • Constraints & Limitations:

    • No major constraints, as the dataset was pre-cleaned and structured.

Scope and Project Steps

  • Objectives:

    • Visualize British Airways reviews to pinpoint strengths and weaknesses.

    • Ensure the dashboard is easy to understand so stakeholders can use it effectively.

    • Provide actionable insights for improving customer experience.

  • Major Steps in Analysis:

    1. Business Understanding: Defined key questions around customer satisfaction.

    2. Data Understanding & Preparation: Reviewed the dataset in Excel to confirm proper formatting and completeness.

    3. Data Visualization: Used Tableau to build a dynamic dashboard with interactive filters for detailed analysis.

  • Ensuring Accuracy & Reliability:

    • Since the data was provided in a tutorial, no additional cleaning was required.

    • Excel was used to verify correct formatting and check for missing data (none found).

Data Sources and Data Gathering

  • Source:

    • The dataset was provided as part of a tutorial, ensuring structure and accuracy.

  • Cleaning and Preparation:

    • Though pre-cleaned, Excel was used for a quick review before proceeding to visualization.

  • Challenges:

    • No significant challenges, as the data was already structured.

Data Checks and Summary Metrics

  • Key Statistics Analyzed:

    • Overall Rating: 4.2 average customer rating.

    • Cabin Staff Service: 3.3, indicating possible inconsistencies.

    • Entertainment Rating: 1.4, significantly lower than other categories.

    • Food & Beverages Rating: 2.4, also relatively low compared to other services.

    • Seat Comfort: 2.9, suggesting potential passenger discomfort.

    • Value for Money: 2.8, showing a gap between cost and perceived service quality.

    • Aircraft Ratings:

      • Highest-rated aircraft: Boeing 747-400 (4.7 average rating).

      • Lowest-rated aircraft: A321 (3.6 average rating).

  • Unexpected Trends & Patterns:

    • Boeing 747-400 flights received the highest ratings, indicating a preference for this aircraft model.

    • Entertainment and food ratings are consistently low, highlighting a major area for improvement.

    • Geographic trends suggest some regions have lower satisfaction levels, possibly due to differences in aircraft, staff, or onboard services.

Datasets

Github