Avianca - Tweet Data Analysis

Summarization

People have faced varied issues with Avianca ranging from additional fees for luggage, being asked to change seats even after purchase, poor customer service, and change in ticket prices. There has been a request to introduce an entity to regulate the airline prices, while other people have expressed their frustration and poor experience with the company. Avianca recently announced their new route between Quito and New York City and launched a launch event. A serious legal question has been raised regarding whether Avianca is connected to Viva Air Colombia and why they are responding in their name. Lastly, there have been calls for Supertransporte to intervene in the case of Avianca's monopolizing the Ibagué-Bogotá route, leading to abusive prices and unstable times.

Topic Modeling

1. Complaints or Abuses of Avianca: pricing abuses, bad service, lack of respect for customers, overbooking
2. Avianca Responsiveness: responsiveness of Avianca to customers, impact of public figures on problem-solving
3. Avianca Monopoly: impacts of Avianca having a monopoly, impact on prices, competition woes
4. Avianca Flight Routes: launch of new routes, international flights
5. Regulation of Airline Prices: need for better regulation, price surges

Emotional Analysis

The emotions expressed in these tweets range from frustration to disbelief to anger. The majority of tweets express frustration with Avianca, the airline, for their lack of customer service and for their unfair practices, such as charging more for luggage or changing seats without explanation. There is also anger towards Avianca for their monopoly on certain routes and their lack of competitive pricing. Finally, there is disbelief at the lack of response from Avianca to customers who are not public figures.

Trend Analysis

1. Poor customer service
2. Frequent price hikes
3. Rude and unhelpful staff
4. Monopoly of airline routes
5. Problems in seat assignments