Client

The Directorate for Consumer Protection at the Ministry of Agriculture, Food and Viticulture , Luxembourg. (La Direction de la protection des consommateurs auprès du Ministère de l'Agriculture, de l'Alimentation et de la Viticulture au Luxembourg)

Project Overview

The NEB is the designated authority in Luxembourg for the oversight and enforcement of passenger rights across all modes of transport, in accordance with European legislation. Operating under the Directorate for Consumer Protection, it offers a dispute resolution mechanism between passengers and airlines, and ensures compliance with Regulation (EC) No 261/2004, which outlines the fundamental rights of air passengers, particularly regarding compensation in the event of flight disruptions.

The objective of the project was to generate insights from complaints submitted by air passengers. These complaints are collected through various channels—such as online forms, airlines, and service desks—and stored in a central repository managed by the Government IT Centre (CTIE), the administrative body responsible for IT services across Luxembourg’s government, ministries, and public administrations.

Using this centralized data source, three dedicated dashboards were developed to serve distinct purposes:

Operational Dashboard – for internal monitoring and case management
Analytical Dashboard – for in-depth data exploration and trend analysis
Open Data Dashboard – for public transparency and information sharing

Our Role

In our capacity as data analytics lead, we supported the full workflow, including data extraction, transformation, and the design of insightful dashboards. This involved:

Collaborated with the client to clarify the key insights needed by different stakeholder groups.
Defining the underlying data structures required to support those insights.
Proposed a data analytics platform that supports both secure internal access and collaboration, as well as public access for transparency and broader outreach.
Development of dashboards. Setup of Tableau Cloud Server, User Access and Permissions.

Methods

We used Tableau Prep to connect to the raw CSV data and build an automated, repeatable workflow that produced a clean, analysis-ready dataset optimized for visualization.

To enhance and standardize the dataset, we integrated third-party data sources, including ISO country data, geospatial information for airports (sourced from IATA), and airline reference data. Additional calculations and data transformations were implemented to enable detailed, client-specific analysis and insights.

Using Tableau Desktop, we began by developing the Operational Dashboard, starting with the most detailed view of the data. Once the data was validated, two additional versions were created: one for in-depth analytical purposes and another tailored for public sharing via the Open Data portal.

Tableau Cloud was used to provide secure internal access and collaboration, while Tableau Public was leveraged to host the publicly accessible dashboard.

The Outcome

Enhanced Operational Efficiency: Enabled data-driven team meetings, real-time operational planning, and ongoing process optimizations using up-to-date information.
Improved Decision-Making: Provided deeper insights into root causes, supporting timely corrective actions and more informed decision-making across departments.
Streamlined Reporting: Automated report generation significantly reduced reporting time and effort, while ensuring consistency and accuracy.
Public Transparency: Complemented official press releases and enhanced transparency by making key data accessible to the general public through the Open Data platform.
Broader Engagement: Increased visibility and adoption through social media sharing, fostering public trust and encouraging wider stakeholder engagement.

References: Press Release Open Data LinkedIn

View Dashboard

Operational Analysis of Air Passenger Complaints: Trends and Root Causess (Copy)