Alaska Airlines Review Analysis

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Positive review analysis

Review collection

Describe what you will do

I went to Google Maps and searched for Alaska Airlines. I collected multiple positive reviews that mentioned good experiences like friendly staff, smooth flights, and good customer service. I focused on reviews that had clear reasons why customers were satisfied.

Analyzing positive review

First analysis

I used ChatGPT to analyze the main themes in the positive reviews.

Prompt used:
“Analyze these Alaska Airlines positive reviews and identify the main themes, strengths, and customer satisfaction drivers.”

Result:
The main themes from the positive reviews were:

  • Friendly and helpful staff
  • Smooth and on-time flights
  • Comfortable experience
  • Good customer service during delays or issues
  • Easy boarding process

Second analysis (further analysis – word association)

I used ChatGPT to find common words and associations in the reviews.

Prompt used:
“From these reviews, create word associations and identify the most common words customers use to describe Alaska Airlines.”

Result:
Common words included:

  • Friendly
  • Smooth
  • Easy
  • Comfortable
  • Reliable

These words show that customers associate Alaska Airlines with a stress-free and positive travel experience.

Recommendation

I asked ChatGPT to turn the insights into marketing recommendations.

Prompt used:
“Based on these positive review insights, suggest marketing strategies Alaska Airlines can use to strengthen its brand.”

Result:

  • Highlight friendly staff in ads and social media
  • Promote reliability and on-time performance
  • Use real customer testimonials in campaigns
  • Focus messaging on “easy and stress-free travel”
  • Continue investing in customer service training

Negative review analysis

Review collection

Describe what you will do

I collected negative reviews from Google Maps that mentioned problems like delays, cancellations, and customer service issues. I focused on reviews that explained specific frustrations.

Analyzing negative review

First analysis

I used ChatGPT to identify common complaints and issues.

Prompt used:
“Analyze these Alaska Airlines negative reviews and identify the main complaints and pain points.”

Result:
The main complaints were:

  • Flight delays and cancellations
  • Poor communication during disruptions
  • Long wait times for customer service
  • Issues with baggage handling
  • Frustration with refunds or rebooking

Second analysis (further analysis – word association)

I used ChatGPT to find common negative words and patterns.

Prompt used:
“From these negative reviews, identify common word associations and emotional tone.”

Result:
Common words included:

  • Delayed
  • Frustrating
  • Confusing
  • Slow
  • Unhelpful

These words show that customers feel stressed and unsupported during problems.

Recommendation

I asked ChatGPT for ways to improve based on the complaints.

Prompt used:
“Based on these negative review insights, suggest actionable improvements Alaska Airlines can make.”

Result:

  • Improve communication during delays (real-time updates)
  • Speed up customer service response times
  • Provide clearer refund and rebooking processes
  • Improve baggage handling systems
  • Train staff to better handle frustrated customers

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