Sculpting Skies: The Ever-Shifting Dreamscape of Turkish Air Travel

Abstract

The COVID-19 pandemic has significantly altered global air travel, reshaping passenger expectations and perceptions of service quality. This study examines changes in tourists’ evaluations of Turkish-registered airlines based on 4,652 online reviews from five major carriers. Using Leximancer for semantic content analysis, the study identifies key thematic shifts before and after the pandemic. Results show a move from traditional service elements—like punctuality, catering, and staff behavior—to pandemic-related concerns such as hygiene, testing, and refund policies. The study also explores shifts in value-for-money perceptions, offering data-driven insights for airline managers in the post-pandemic travel environment.