University of Oulu

Dada, Oluwaseun Alexander; Olaleye, Sunday Adewale; Sanusi, Ismaila Temitayo; Obaido, George; Aruleba, Kehinde (2021) Customer satisfaction : refunds from European airlines during COVID-19. International Journal of Innovation, Creativity and Change 15(10): 287-304.

Customer satisfaction : refunds from European airlines during COVID-19

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Author: Dada, Oluwaseun Alexander1,2; Olaleye, Sunday Adewale3; Sanusi, Ismaila Temitayo4;
Organizations: 1Department of Computer Science, University of Helsinki, Pietari Kalmin katu 5, 00560 Helsinki, Finland
2The School of Software, Lekki-Lagos, Nigeria
3Oulu Business School, Department of Marketing, Oulu Business School, Department of Marketing, Management and International Business, University of Oulu, Finland
4School of Computing, University of Eastern Finland, 80100 Joensuu, Finland
5Department of Computer Science and Engineering, University of California, San Diego, United States
6Department of Information Technology, Walter Sisulu University, South Africa
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 0.6 MB)
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Language: English
Published: Primrose Hall Publishing Group, 2021
Publish Date: 2021-10-07


The COVID-19 pandemic has affected most industries globally and has led to many sectors coming to a standstill. One of the major problems it has caused concerns restrictions on movement as well as travel bans. These restrictions have negatively affected the transport industry, and especially aviation, worldwide. This paper analyses reviews given by passengers to different European airlines regarding refunds during the pandemic. The data was extracted during January 2020 and February 2021. According to the results, over 94 per cent of the customers were not satisfied with the services they received. Airline names turned out to be negatively correlated with the final overall ratings of the airlines, indicating that the higher the negative perception of the name, the lower the passengers’ ratings of the airline. Ninety per cent of the passengers concerned flew Economy Class and 27 per cent of them were citizens of the United Kingdom: 88 per cent of them were travelling for “leisure”. The vast majority of flights originated in London (9%), and the busiest route was London to Stockholm. The city with the highest number of layovers was Istanbul.

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Series: International journal of innovation, creativity and change
ISSN: 2201-1315
ISSN-E: 2201-1323
ISSN-L: 2201-1315
Volume: 15
Issue: 10
Pages: 287 - 304
Type of Publication: A1 Journal article – refereed
Field of Science: 512 Business and management
Copyright information: © 2021 International Journal of Innovation, Creativity and Change. The final authenticated version is available online at