The document discusses the idea of creating a "Fuckup-O-Meter" to track airline mistakes like cancelled flights, lost baggage, and overbookings using data from airline Facebook pages and airport authorities. It analyzed over 330,000 posts to KLM's Facebook page from 2010-2015, finding over 10,000 cancellation complaints, 2,400 lost baggage complaints, and 600 overbooking complaints. The tool could be improved by adding additional data sources and tracking other airlines.

1. The
Anca Dumitrache & Hannes Mühleisen
DOH, 2015-11-01
Fuckup-O-Meter

2. A word of caution
• Idea was to reverse engineer overbooking algorithms
• Number of passengers that turn up for flight vs. plane capacity
• But no, Schiphol does not release data
• Even though they promised to
• Boo Schiphol
• Seriously, what’s the point of hackathon if you are too afraid.
Perhaps SAP is too good for you…
• We get some data anyway. So you might as well give it to us.
2

3. Airlines mess up a lot (?)
• Cancelled flights
• Lost baggage
• Overbooking (most evil in eyes of customers)
• Delays
• Result: Customer unhappy
• Some airlines do support via Facebook pages (e.g. KLM)
• Public customer service history! (some hilarious)
3

4. 4
Ok, what will you do if yes?

6. 6
2015-07-20 KL6033 AMS-SEA cancelled

7. 7
2015-07-24 KL835 SIN-DPS overbooked

8. 8
2015-07-27 KL861 AMS-NRT lost luggage

9. Data
• Facebook graph API, simple REST queries
• Collected ~330.000 posts to KLM Facebook page
• 2010 - 2015
• 10532 cancellations complaints
• 2415 lost bag complaints
• 641 overbooking complaints
• Not bad for 30M passengers per year!
• Schiphol data for flight information
9

10. 10
Cyclone Niklas
Facebook drunk?

11. 11
One-Week average
Not Good

12. 12

13. Where to go from here
• Add Flightradar24 data for accurate arrival/
departures/cancellations data
• Track other airlines or companies’ FB pages
• Support for more languages than EN/NL
• …
13

14. Thank you.
Questions?
@anouk_anca
@hfmuehleisen
http://do.u0d.de:8008