From a story on futurity.org headlined “11 Things Airlines Can Do to Make Flying Less Terrible”:

The name of the game is customer satisfaction, especially in the airline industry where companies are constantly jockeying for business by promising better service than their competitors.

Sharan Srinivas, an assistant professor with a joint appointment in the industrial and systems engineering department and marketing department at the University of Missouri used AI to analyze nearly 400,000 unique, publicly available customer reviews of six airline companies throughout the United States.