Ride-hailing services have gained popularity in recent years due to attributes such as reduced travel costs, traffic congestion, and emissions. However, with the impact of COVID-19, the ride-hailing market is estimated to lose its fair share of an uprising as a transportation mode. During normal and critical circumstances, ride-hailing service users express their concerns, habits, and emotions through posting on social platforms such as Twitter. Hence, Twitter, as an emerging data source, is an effective and innovative digital platform to observe the rider’s behavior in ride-hailing services. This study hydrates large-scale Twitter reactions related to shared mobility to perform comparative sentiment and emotion analysis to understand the impact of COVID-19 on transportation network services in pre-pandemic and during pandemic conditions. Amid pandemic, negative tweets (34%) associated with ‘sad’ (15%) and ‘anger’ (15%) emotions were most prevalent in the dataset.

由于降低旅行成本、交通拥堵和排放等特性，乘车服务近年来越来越受欢迎。然而，随着 COVID-19 的影响，网约车市场估计将失去其作为交通方式兴起的公平份额。在正常和危急情况下，网约车服务用户通过在 Twitter 等社交平台上发帖来表达他们的担忧、习惯和情绪。因此，推特作为一种新兴的数据源，是一个有效且创新的数字平台，可以观察骑手在网约车服务中的行为。这项研究融合了与共享移动性相关的大规模 Twitter 反应，以进行比较情绪和情绪分析，以了解 COVID-19 在大流行前和大流行期间对交通网络服务的影响。