Twitter Sentiment Analysis on Airline Tweets in India Using R Language

Abstract

Every day, passengers from all parts of the world are carried over to various destinations in about 100,000 flights. And their experience in the journey is almost unknown to the airlines. Gaining knowledge on customer opinions on the airlines is very crucial as it is very difficult for the Indian Airlines to collect customer feedback. Also, the understanding of the degree to which customers are satisfied is vital for the strategy development for the company. And hence, twitter data is utilized for the same purpose. Twitter is the best possible to way to obtain such information. This paper focuses mainly on the analysis of customer views on Indian Airlines services. Data visualization is used here for displaying customer feelings which can be anger, fear, anticipation, trust, surprise, sadness, joy and disgust. Whole together their opinion can be sentiments such as positive and negative.