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

Nursel Çebişli; Kemal Enes; Mustafa Öztürkel

doi:10.30518/jav.1650500

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

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

Ethical Statement

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

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Details

Primary Language

English

Subjects

Air Transportation and Freight Services

Journal Section

Research Article

Authors

Nursel Çebişli
0000-0002-4635-1282
Türkiye

Kemal Enes ^*
0000-0003-3488-314X
Türkiye

Mustafa Öztürkel
0000-0001-5216-0741
Türkiye

Early Pub Date

October 19, 2025

Publication Date

October 19, 2025

Submission Date

March 4, 2025

Acceptance Date

October 9, 2025

Published in Issue

Year 2025 Volume: 9 Number: 3

DOI

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

IZ

https://izlik.org/JA57SZ28UX

Cite

RIS / Bibtex

APA

Çebişli, N., Enes, K., & Öztürkel, M. (2025). Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye. Journal of Aviation, 9(3), 816-825. https://doi.org/10.30518/jav.1650500

AMA

1.Çebişli N, Enes K, Öztürkel M. Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye. JAV. 2025;9(3):816-825. doi:10.30518/jav.1650500

Chicago

Çebişli, Nursel, Kemal Enes, and Mustafa Öztürkel. 2025. “Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye”. Journal of Aviation 9 (3): 816-25. https://doi.org/10.30518/jav.1650500.

EndNote

Çebişli N, Enes K, Öztürkel M (October 1, 2025) Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye. Journal of Aviation 9 3 816–825.

IEEE

[1]N. Çebişli, K. Enes, and M. Öztürkel, “Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye”, JAV, vol. 9, no. 3, pp. 816–825, Oct. 2025, doi: 10.30518/jav.1650500.

ISNAD

Çebişli, Nursel - Enes, Kemal - Öztürkel, Mustafa. “Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye”. Journal of Aviation 9/3 (October 1, 2025): 816-825. https://doi.org/10.30518/jav.1650500.

JAMA

1.Çebişli N, Enes K, Öztürkel M. Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye. JAV. 2025;9:816–825.

MLA

Çebişli, Nursel, et al. “Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye”. Journal of Aviation, vol. 9, no. 3, Oct. 2025, pp. 816-25, doi:10.30518/jav.1650500.

Vancouver

1.Nursel Çebişli, Kemal Enes, Mustafa Öztürkel. Comparison Of Customer Reviews Between Traditional Airlines and Low-Cost Carriers: A Case Study from Türkiye. JAV. 2025 Oct. 1;9(3):816-25. doi:10.30518/jav.1650500