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The effects of traffic congestion are adverse, primarily including airpollution, commuter stress, and an increase in vehicle operating costs andaccidents on the road. In efforts to alleviate these problems in metropolitancities, logistics companies plan to introduce a new method of everyday commutecalled air taxis, an Urban Air Mobility (UAM) service. These areelectric-powered vehicles that are expected to operate in the forthcoming yearsby international transportation companies like Airbus, Uber, and Kitty Hawk.Since these flying taxis are emerging mode of transportation, it is necessaryto provide recommendations for the initial design, implementation, andoperation. This study proposes managerial insights for these upcoming servicesby analyzing online customer reviews and conducting an internal assessment ofhelicopter operations. Helicopters are similar to air taxis in regards to theiroperations, and therefore, customer reviews pertaining to the former can enableus to obtain insights into the strengths and weaknesses of the short-distanceaviation service, in general. A four-stage sequential approach is used in thisresearch, wherein the online reviews are mined in Stage 1, analyzed using thebigram and trigram models in Stage 2, 7S internal assessment is conducted forhelicopter services in Stage 3, and managerial recommendations for air taxisare proposed in Stage 4. The insights obtained in this paper could assist anyair taxi companies in providing better customer service when they venture intothe market.  Keywords: Air taxi; Emerging technology; Urban Air Mobility (UAM); Helicopterservices; Online customer reviews; Text analytics;

Recommendations for Emerging Air Taxi Network Operations based on Online Review Analysis of Helicopter Services