Few studies assessed the impact of Covid-19 on the aviation industry from the passengers’ perspective. This study examined how airline passengers’ emotions (positive and negative) and sub-emotions (joy, trust, surprise, anticipation, fear, sadness, anger, and disgust) changed in the pre-and post-Covid-19 periods. 21,463 reviews from 2014–2022 of top 10 luxury airlines were extracted from Skytrax. Using the lens of the Appraisal Theory of Emotion, the analysis revealed an increase in negative emotion and related sub-emotions after the pandemic. Using topic modeling seven similar topics (namely food, staff, customer service, board, flight, crew, and luggage) and four dissimilar topics (entertainment and drink for pre-Covid-19 and wait and Covid-19 for post-Covid-19) were identified. Regression analysis showed that the topics food and entertainment generated significant positive emotion whereas wait and customer service generated significant negative emotion. The results would help the luxury airlines to identify offerings to improve during the recovery after Covid-19.

很少有研究从乘客的角度评估 Covid-19 对航空业的影响。这项研究调查了航空公司乘客的情绪（积极和消极）和次情绪（快乐、信任、惊讶、期待、恐惧、悲伤、愤怒和厌恶）在 Covid-19 前后的变化。从 Skytrax 中提取了 2014 年至 2022 年十大豪华航空公司的 21,463 条评论。利用情绪评估理论的视角，分析发现疫情后负面情绪和相关子情绪有所增加。使用主题建模七个相似的主题（即食品、员工、客户服务、登机、航班、机组人员和行李）和四个不同的主题（Covid-19 之前的娱乐和饮料以及 Covid-19 后的等待和 Covid-19） ) 被识别。回归分析显示，食物和娱乐主题产生显着的积极情绪，而等待和客户服务产生显着的消极情绪。研究结果将帮助豪华航空公司确定在 Covid-19 疫情过后的复苏过程中需要改进的产品和服务。