This document provides a summary of customer conversations and perceptions related to low cost airlines in Malaysia from June 2018 to October 2018. It analyzes over 40,000 conversations using proprietary deep learning algorithms. The analysis identifies the most important adoption drivers and delight factors for customers in this category. It also evaluates how different brands like AirAsia, Malindo, and Firefly perform against each other on these drivers. Emerging trends in the market and common customer beliefs are also highlighted.

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LOW COST AIRLINES
Category Analysis
Deep Insights To Your Customer Behavior, Driven by Proprietary Deep Learning Algorithms
Jun 2018 - Oct 2018
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Region: Malaysia
Dip stick report on customer perceptions.

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Disclaimer:
The analysis results presented here are completely unbiased, and is obtained based on
analysis of customer reviews and conversations online.
The results are not based on any subjective judgment.
The source data used for the analysis are customer conversations available publicly online
like public forums and social media.
Total number of conversations analyzed
40,981

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Every Day Millions of
Conversations Happen
About Your Brand &
Category
by Your Customers
For you to identify the new trends in the
market
These Conversations
are a Gold Mine
Markets are moving fast like never before! Be on top of the trends and be a winner.
This report analyses these
conversations
Using an artificial
intelligent system
To bring you the most
relevant trends.
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User Conversation
Analysis for Trends
A proven method used by the biggest brands
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Insight #1
These are the most important
factors that make users adopt
a product in this category.
Higher the adoption, the
better a brand does.
Top Adoption Drivers

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Top Adoption Drivers
Top factors that drive the adoption of products in this category.
Based on customer conversations.
Shows what users mean, when
they speak about this driver
Demand of Flat Seats
lay flat seats, business class, angled flat seats,
premium lounge, eco-flat seats, seat comfort
03
Punctuality of
Airlines
computer glitch, airline rush hours, aircraft
maintenance, conveyor belts, larger delay
04
Quality of Airline
Servicepilot shortages, drug usage, hygiene, flight
schedules, multimedia entertaient, meals,
full-service airline, local airport office,
seating arrangements
01
Size of the Seats
business class seats, old style seats,
very good legroom, premium flatbed,
great price comfy seats, premium seats
02
Max Score 1500
Shows what users mean,
when they speak about
each driver
8 24
269
767
0
200
400
600
800
1000
Punctuality of
Airlines
Demand of Flat
Seats
Size of the Seats Quality of Airline
Service
Shows relative significance of
each of the drivers

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Insight #2
These factors are not
necessary. But if present, really
delights the users.
These are the factors that
wow users today.
Delight Drivers

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Delight Drivers
Factors that wow customers. Based on conversations available
on major crypto forums
Hospitality of the ground
staff
warm service, gate agents, snarky ticket counter,
great service, pretty rude gate agent
02
Cost of the flight
low cost airline, legroom and seat comfort,
low cost carrier, hygiene, great and
professional service, very good value
01
Max Score 1500
40
1124
0
200
400
600
800
1000
1200
Hospitality of the Ground Staff Cost of the Flight
Shows relative significance of
each of the drivers
Shows what users mean,
when they speak about
each driver

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Brand Equity
Insight #3
See how each brand fare vis a vis others
on each of the adoption drivers.
Check out who leads in each category.

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Brand Equity
Ranking of brand based on each of the drivers. Higher the
score, the more favoured is the brand.
428
209
87
5
771
168
1 7
651
204
22
271
Quality of Airline Service Size of the Seats Demand of Flat Seats Punctuality of Airlines
AirAsia Malindo Firefly
Top Adoption Drivers
1129
23
1063
158
1380
Cost of the Flight Hospitality of the Ground Staff
AirAsia Malindo Firefly
Delight Drivers

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Brand wise
Positive Keywords
Insight #5
See what users speak positively about each
brand, in the context of Top Adoption
Drivers
Understand the perceived strengths of each
brand from these conversations.
Top Adoption Drivers

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Quality of Airline
Service Size of the Seats Demand of Flat Seats
Punctuality of
Airlines
AirAsia
airline employees, great things, low cost
airline tag, friendly services, service quality
business class seats, price comfy
seats, budget airline, premium flatbed
lie-flat seats, great food, premium
lounge airline rush hours, aircraft maintenance
Malindo
booking references, low cost air markets,
pilot shortages
comfortable seats, complimentary
meals, inflight entertainment, very
good legroom
premium lounge, eco-flat seats, seat
comfort pre-booked hotel shuttle
Firefly
flight schedules, multimedia entertaient,
meals, full-service airline business class seats, more comfort premium cabin, economy, services everybody’s luggage, conveyor belts
Positive Keywords –
Brand wise – Top
Adoption Drivers
Keywords users use while discussing each
driver. Based on conversations available
online.

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Brand wise
Positive Keywords
Insight #6
See what users speak positively about each
brand, in the context of Delight Drivers.
Understand the perceived strengths of each
brand from these conversations.
Delight Drivers

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Cost of the Flight
Hospitality of the Ground
Staff
AirAsia
best low cost airline, low cost carrier,
professional service, fantastic low cost carrier boarding process, overhead bin, warm service
Malindo
expanding low cost air markets, cheerful cabin
crew
best endeavors, personal TV, affirmative
answer
Firefly legroom and seat comfort, professional service warm service, great service
Positive Keywords –
Brand Wise - Delight
Drivers
Keywords users use while discussing each
driver. Based on conversations available on
major crypto forums.

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Brand wise
Negative Keywords
Insight #7
See what users speak negatively about each
brand, in the context of Top Adoption
Drivers
Understand the perceived weaknesses of
each brand from these conversations.
Top Adoption Drivers

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Negative Keywords –
Brand Wise - Top
Adoption Drivers
Keywords users use while discussing each
driver. Based on conversations available
online.
Quality of Airline
Service Size of the Seats Demand of Flat Seats Punctuality of Airlines
AirAsia
low cost airline, cabin crew, airlines
employees old type, normal j seat, small person flat seats, eco-flat seats, short haul,
connecting flight,an hour, pre-booked
hotel shuttle, conveyor belts
Malindo
the prices, cheerful cabin crew,
entertainment package
business class seats, economy, old style
business class seat, normal j seat, above
average build great food, lie-flat seats previous flight, computer glitch
Firefly
cabin crew, transit counter, single
ticket normal j seat angled flat seats, soft product, short haul
aircraft maintenance, airline rush hours,
larger delay

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Brand wise
Negative Keywords
Insight #8
See what users speak negatively about each
brand, in the context of Delight Drivers.
Understand the perceived weaknesses of
each brand from these conversations.
Delight Drivers

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Cost of the Flight
Hospitality of the Ground
Staff
AirAsia
cabin crew, air asia low cost fare, low cost
carriers, cheerful cabin crew, entertainment
package
snarky ticket counter, worst work group, aircraft
servicing
Malindo
low cost flight, multimedia entertaient, no
service
dog carrier, checkin and gate agents, last
minute bag checks
Firefly low cost airline, meals rude gate agent
Negative Keywords –
Brand Wise - Delight
Drivers
Keywords users use while discussing each
driver. Based on conversations available
online.

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Emerging Trends
Insight #9
Understand the new trends in the
market that is creating buzz.01
02 Check out these new trends and see
how you can leverage them

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These are emerging trends among
users. Based on conversations
available online.
Emerging
Trends
Through check in
Bid and buy for
services and upgrades
Better loyalty
management
Bundled airport
facility offers

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Customer Beliefs
Insight #10
Understand what your customers believe
about your category01
02 This can change with time, and can as
well contribute to new disruptions

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Customer Beliefs
Beliefs of Customers. Based on conversations
available online.
24%
Service is bad on low budget
airlines
38%
Customer care is not very
hospitable
16%
People prefer over night travel
for long distance
Scores in %
22%
Air Asia is good for people
who wants to travel light

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Discover Your
Customer Perceptions Real Time!
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