The increasing availability of customer generated data in the airline sector underscores the strategic importance of Customer Feedback Analysis for extracting insights and supporting decision-making processes. For sectors strongly linked to the customers perception of service quality, it is fundamental to understand evolving passenger expectations to remain competitive, and effectively interpret user reviews which play a key role. This thesis focuses on evaluating airline customer satisfaction by leveraging review data collected over a nine-year period, from 2015 to 2023. The main goal of the project was to develop a dashboard using Power BI in order to provide a clear picture of the type of traveller, identify the key factors influencing variations in the overall rating of the airline, highlighting temporal patterns, but also deriving useful insights to improve the service considering different dimensions, such as routes and aircraft types.