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This study explores the seat comfort experience of airline passengers through online review. Analyzing online review is an effective way to understand customer needs and to identify key attributes for customer satisfaction. Prior research rebuild the importance of online review, which has significant impact on the customer satisfaction. 2,222 of online reviews were extracted, and those reviews were written from January 2008 to March 2019. This study conducted a semantic network analysis as part of text mining by collecting online reviews of airline seat comfort. According to the analysis, the top five frequent words are ‘flight’, ‘legroom’, ‘economy’, ‘airline' and ’hour’. Through a CONCOR (CONvergence of iterated CORrelation) analysis, keywords were divided into four clusters. Each cluster was named as ‘Physical environment’, 'Flight schedule’. ‘Service’, and 'Aircraft’. These findings suggest important implications with empirical evidence for building an effective marketing strategy based on deeper understanding of customers' experience of in-flight environment. These are key elements in business management throughout the airline industry.
