Gathering the customer feedback
In spring of 2016, a large number of comments were gathered up from a wide variety of websites off the Internet. The information that was gathered was open to the public. The feedback from airline customers was gathered into a textual data set.
The passenger feedback was for the spring of 2016 and the entirety of the year for 2015. The feedback was gathered for both domestic US and for worldwide flights.
The feedback was gathered for all airlines. If an airline only appeared a few times that was because there were only a few mentions of the airline. If the airline appeared many times, that was because the number of complaints against the airline was numerous. There was no effort to either include or exclude the complaints for any airline.
The topics covered by the passengers complaints included anything the passenger had on his/her mind. A typical comment found on the Internet looks like:
As shown in Fig 9.1, all of the customer complaints...