This paper investigates the key drivers of customer satisfaction and dissatisfaction towards both, full-service and low-cost carriers and also towards, economy and premium cabins. Latent Semantic Analysis-a text mining and categorisation technique ─ is applied to analyse online user-generated airline reviews. Over five thousand passenger reviews for fifty (50) airlines were collected from the online review site, TripAdvisor. Findings show that there are fundamental differences in the drivers of passenger satisfaction depending on the class of air travel purchased, and whether the airline is a low cost or a full service carrier. Friendliness and helpfulness of staff are the key factors for those travelling in Economy Class, product value is key for those in premium cabins, and a low price is the key satisfaction driver for those that choose to travel on a low cost airline. The research also shows that the service attributes seat comfort and legroom, luggage/flight disruptions and staff behaviours are the main reasons for passengers' dissatisfaction among all groups. This study provides an alternative customer satisfaction analysis for managers to hear the voice of their customers by using a well-established text mining technique and by analysing the reviews of satisfied and dissatisfied customers.

Environmental issues in air transport have grown in importance in recent years, and in response some airlines have been proactive to demonstrate their 'green' credentials. The aim of this paper is to identify air traveller perceptions of different airlines with regard to green image, and how passengers perceive different measures that airlines can introduce to reduce their environmental impact. The research is based on a large quantitative survey, of over 600 air travellers, conducted at Liverpool John Lennon Airport between April and July 2010. The data in this papers stems from a range of attitudinal statements on airlines, and measures that airlines could adopt to improve their environmental performance.When presented with a list of airlines, about half of respondents were able to differentiate between airlines based on environmental friendliness. The results show that low-cost airlines in general are not seen as more or less environmentally friendly than full service network airlines. Yet air travellers do indicate differences in the environmental image based on individual airlines. Furthermore, results vary depending on whether passengers had flown previously with a particular airline. Passengers also differentiate between measures that airlines can adopt to reduce the environmental impact of aviation. Using newer aircraft is seen as the most effective way to address the issue.

Air cargo has received little attention in airport research. In this paper, 114 airports are grouped according to their cargo business characteristics. Applying a hierarchical cluster analysis, the paper uses absolute (cargo tonnage) and relative measures (share of cargo work load units, of freighter movements and of international cargo) to establish the reliance of different airport types and groupings on air cargo. Eight distinct clusters are identified which show clear differences in the characteristics of the sample with regards to cargo activities. Geographic patterns of these airports are also revealed. For example, North American and European airports are characterised by features unique to these regions. Airports that are highly dependent on air cargo tend to benefit from a central location within networks of cargo airlines, while other airports with high cargo volumes generate these as a result of significant belly-capacity of passenger operations. Understanding the heterogeneity of cargo airports is important for future benchmarking studies in this field.

To date there has been little research in air transport into the eco-positioning of airlines, that is, their environmental image relative to other airlines and how actual environmental performance relates to this eco-positioning. This paper identifies the environmental perceptions that passengers hold of twelve airlines and relates these perceptions to airlines' actual environmental performance, using load factors, aircraft age and the atmosfair Airline index as proxies for environmental performance. Based on a survey of over 600 passengers at Liverpool John Lennon Airport, the research analyses air travellers' perception of airlines from an environmental perspective. The results show that while there are significant differences in people's environmental perception of airlines, the eco-positioning of the airlines is not correlated to their actual environmental performance. The results support previous research findings in other industries that in many cases actual performance is less important than communicating environmental messages to the public in creating a superior eco-positioning. KEYWORDS: green marketing, airlines, eco-positioning, green image, passenger perceptions In Section 2 a literature review on eco-positioning, airline environmental marketing and green communication is provided. Section 3, the methodology, has a discussion of the three environmental performance indicators and the survey design. The three performance indicators and the airlines' eco-positioning are analysed in Section 4. Finally, the research implications and conclusions are presented in Section 5. 2 Literature Review 2.1 Eco-Positioning There is a strong link between customers' perception of a company's brand image and its positioning in the market. Kotler and Armstrong (2010, p. 233) define product positioning as "the way the product is defined by consumers on important attributes-the place the product occupies in consumers' minds relative to competing products". While Kotler and Armstrong refer to products the same is true for individual companies in the market. With regard to green positioning and the link to green image, Saha and Darnton (2005, p. 127) point out that "it is a company's green positioning which represents their green image that is perceived by the public". This relationship between green image and eco-positioning means that these two aspects should be analysed together. In comparison to image, positioning does not only refer to consumers' attitudes towards the product or company but puts it into perspective with other products or companies in the market. Similarly to images which are shaped by perceptions, perceptions of a product or company also shape their positioning. The goal of positioning is to generate a competitive advantage in the mind of consumers over competitors' brands based on tangible or intangible product attributes (Gwin and Gwin, 2003). This paper will predominantly address tangible indicators i.e. load factors, aircraft age and an environmental indicator. However it needs to be borne in mind t...

the portraying of the airlines (both in the media as well as corporate communications by the airlines). The data was collected by a review of publications about the environmental initiatives of the three airlines from 2006 to 2013.