Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye

Year 2025, Volume: 9 Issue: 3, 816 - 825, 19.10.2025

Nursel Çebişli , Kemal Enes , Mustafa Öztürkel

https://doi.org/10.30518/jav.1650500

Abstract

This study compares the customer complaints of traditional airlines and low-cost carriers in Turkey through a qualitative analysis of online reviews. The aviation industry has experienced significant growth, leading to increased competition and focus on customer satisfaction. Online reviews play a crucial role in shaping brand image and influencing customer preference. This study examines reviews posted by TripAdvisors between January and August 2024 for Turkish Airlines (traditional carriers) and Pegasus Airlines (low-cost carriers). Content analysis was employed to categorize the data into specific groups, with an interpretive approach used to holistically evaluate the meanings of sentences and paragraphs. The findings reveal that flight delays are a primary concern for customers of both the airlines. For Pegasus Airlines, extra charges and good service are also significant themes, while Turkish Airlines faces issues with inadequate help desks and rude behavior. This study highlights the importance of addressing customer complaints, investing in customer service training, and adopting strategies to meet evolving customer expectations. The results suggest that airlines should focus on improving their customer-centric approach, analyzing customer feedback, and implementing measures to enhance service quality. This study contributes to the understanding of customer satisfaction in the airline industry and provides valuable insights for airlines seeking to gain competitive advantage.

Keywords

Airline , Flight service , Qualitative Analysis , Low-cost carriers

Ethical Statement

Not aplicable. Ethical approval was not required due to the nature of the qualitative research conducted.

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