POWER BI CASE STUDY

Airline Passenger Satisfaction & Customer Experience

A four-page Power BI solution that turns passenger survey data into a clear view of satisfaction, service quality, operational delay and customer loyalty. It helps decision-makers understand which passenger segments and service touchpoints shape the overall travel experience.

Power BIDAXData ModelingCustomer ExperienceInteractive Analytics

Airline Passenger Satisfaction Power BI dashboard

01 — Analysis journey

01Executive Overview 02Customer Experience 03Operations & Delay Performance 04Customer Loyalty

Executive Overview

An executive snapshot of 103.9K passengers, average satisfaction, delay, loyalty and flight distance. Class, travel-purpose and passenger-segment views establish the customer profile and summarize the performance story before deeper analysis.

Customer Experience

Examines cleanliness, seat comfort, inflight service, Wi-Fi and online booking alongside satisfaction by age and class. Ranked service ratings and the airport experience matrix reveal strong touchpoints and the areas most in need of improvement.

Operations & Delay Performance

Connects departure and arrival delay with on-time performance, passenger volume, class and travel purpose. The page shows where delay is concentrated and how operational performance relates to the reported journey and service experience.

Customer Loyalty

Explores loyal and disloyal passenger segments by age, travel type, class and satisfaction. Filtered views can isolate a specific audience and clarify the relationship between satisfaction and customer retention.

02 — Interactive report

Interactive report

Explore the live Power BI report, apply passenger filters and move between the overview, customer experience, operations and loyalty pages.

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03 — AIRLINE ANALYTICS

From passenger feedback to focused service decisions

The solution brings customer experience, service ratings, delay and loyalty into one consistent analytical journey, helping leaders identify where targeted improvements can strengthen satisfaction and retention.