Comparing demographic sets Here’s what they said: Analyzing traveler reviews for major airlines in the US to uncover if COVID19 has impacted customer service American Airlines United Airlines Delta Airlines COVID19 has impacted all sectors and industries, forcing brands to rebuild and reinvent. With ever-increasing global restrictions in place, the travel industry has been one of the hardest hit. We wanted to ind out how coronavirus travel restrictions aected the light experience for travelers, and so we set out to identify if airline customers traveling in 2020 have the same values and criticisms as those in 2019. Travelers valued plane conditions and amenities. In reviews, we saw an emphasis on the material aspects of the light experience rather than commentary on custom

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