Analysis of 653 reviews about Vueling show lack of communication to passengers

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Vueling is a low-cost airline based in Barcelona. They fly to destinations all over Europe. Reviews on Trustpilot show that many passengers are not happy with the airline and in our analysis, we can see that lack of information and lack of compensation are two contributing factors.

What do passengers say about this?

One of the biggest concerns for Vueling’s passengers is the lack of information and communication.  In the reviews, we can see that a lot of people are irritated because they didn’t receive any information about delayed flights. The topic “information” has the lowest grade with the average grade of 1,03 / 5. Since 1,00 / 5 is the lowest possible grade and “information” is really close to that, Vueling should really try to improve their communication with their passengers. 

A lot of passengers think they should be entitled to more compensation for insufficient service. The topic “compensation” has an average grade of 1,15 / 5 which is lower than the already low overall average. If everything works as it should, compensations should not be necessary. However, compensating dissatisfied passengers properly could potentially improve Vueling’s reputation.

In 22% of the reviews, Barcelona is mentioned. It is interesting to see that one specific airport is mentioned more than all others. The topic “Barcelona” is also related to the topics “hours” and “delayed”. This indicates that the Barcelona airport has its problems and it is the cause of many delays. Vueling has its headquarters in Barcelona and it should be in its interest to investigate why this airport, in particular, gets so many bad reviews.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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