Project Overview
In this project, I analyzed 7 years of British Airways customer reviews (2016–2023) to uncover trends in passenger satisfaction. Using Tableau, I built an interactive dashboard that highlights strengths, pain points, and opportunities for improvement—helping airline leaders make data-driven decisions.
Full Dashboard
Explore the interactive version with filters for:
- Different rating metrics
- Time periods (2016-2023)
- Aircraft types
- Countries
Table of Contents
Exploring the Data
First, I dove into the customer reviews to understand what story the data could tell. Each row represented a unique traveler’s experience, with detailed ratings across key flight aspects:
Flight Experience Metrics (rated 1-5):
- Cabin staff service
- Food & beverages
- Entertainment
- Seat comfort
- Value for money
Connecting the Data
To enable geographic insights, I joined the review data with country information in Tableau by matching the Place and Country fields. This created a powerful foundation for location-based analysis.
Dynamic Metric Selection
I created an interactive “Pick a Metric” parameter that lets users toggle between different rating categories, with the dashboard automatically updating all visualizations to reflect the selected metric.
Aircraft Grouping
I focused on aircraft with 50+ reviews to ensure reliable results. Less common planes were grouped together as “Various” to keep the data clear and meaningful.
Interactive Dashboard Features
The dashboard dynamically updates all visualizations when users select different metrics from the “Pick a Metric” filter. For example, choosing “Food & Beverages” will update every chart to show relevant data for that category.
Key Visualizations:
- Monthly Trends
Track how ratings change over time
- Global Performance Map
See which countries give the highest/lowest ratings
- Aircraft Comparison
Compare average ratings vs. number of reviews by plane type
- Performance Summary
Quick-glance metrics showing overall averages
- Interactive Filters
Easily explore by time period, country, or aircraft
Final Dashboard
Here is the final dashboard, which you can also view on Tableau to explore how all visualizations update dynamically with each filter selection.
Try experimenting with:
- Switching between different rating metrics
- Filtering by specific years or aircraft types
- Hovering over countries on the map for detailed scores
Key Insights and Recommendations
Key Insights for Stakeholders
1. Pandemic Impact (2020-2021)
- All rating categories showed significant declines
- Likely driven by flight cancellations and COVID-19 restrictions
2. Priority Improvement Areas
Consistently low-performing categories:
- In-flight entertainment (1.4/5 avg)
- Food & beverages (2.4/5 avg)
- Value for money (2.8/5 avg)
3. Strong Overall Performance
- Maintained 4.2/5 average rating across 7 years
- Boeing 747-400: Highest-rated aircraft (4.7/5)
- 78% of reviews gave 4+ stars overall
Business Recommendations:
1. Immediate Upgrades
- Modernize entertainment systems (content & hardware)
- Partner with premium catering services
2. Leverage Top Performers
- Increase 747-400 deployment on key business routes
- Study & replicate its cabin service best practices
3. Targeted Training
- Specialty training for food/beverage staff