Decoding Emotions, Unveiling Origins: USA vs UK Airline Travelers in South America

Guillen N.K.; Turpo H. · Studies in Systems, Decision and Control (2025) · DOI: 10.1007/978-3-031-65207-3_26

Resumen

This study investigates the relationship between emotions and the country of origin (USA and UK) in passenger reviews of South American flights. It employs text analysis to identify emotions in traveler comments and utilizes a C5 decision tree model to classify them based on their country of origin. The sample consisted of 195 comments from Skytrax passengers who traveled in economy class on South American flights. The emotions of disgust, fear, sadness, anger, and joy in the comments were analyzed. While joy dominated in both groups, no significant differences in emotional intensity were found between USA and UK travelers. A classification model successfully distinguished between the two groups using emotions from textual analysis. Negative emotions played a more significant role in classification than positive ones. Despite cultural differences, USA and UK travelers shared similar emotional patterns during South American travel. These findings highlight the potential of emotional analysis in marketing and tourism for enhanced customer experiences and business success. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2025.

Instituciones: Universidad San Ignacio de Loyola