  This study explores the enhancement of customer satisfaction in the airline
industry, a critical factor for retaining customers and building brand
reputation, which are vital for revenue growth. Utilizing a combination of
machine learning and causal inference methods, we examine the specific impact
of service improvements on customer satisfaction, with a focus on the online
boarding pass experience. Through detailed data analysis involving several
predictive and causal models, we demonstrate that improvements in the digital
aspects of customer service significantly elevate overall customer
satisfaction. This paper highlights how airlines can strategically leverage
these insights to make data-driven decisions that enhance customer experiences
and, consequently, their market competitiveness.
