American Airlines
americanairlines.com ↗In their words
“So first off, we will evaluate our Net Promoter Scores. That will be a huge driver.”
“Of course, that translates into likelihood to recommend scores and Net Promoter Scores that are the best that we have ever seen. And I have great confidence that, that is something that will continue to play out.”
“It translates into Net Promoter Scores. And we see it over the holidays and as we really progressed through last year and and got reliability to a really high level, our scores have improved to the highest levels that we've seen.”
NPS disclosures (20)
American Airlines reported a 5-point improvement in its Net Promoter Score year over year and a 7% improvement in American Customer Satisfaction.
American Airlines reported a five-point year-over-year improvement in Net Promoter Score in Q2 2026.
American Airlines reported 200% improvement in Net Promoter Score since 2024.
American Airlines reported improving Net Promoter Scores and positive customer reaction to recent announcements at the Morgan Stanley Laguna Conference.
American Airlines added a chief customer officer and improved its American Customer Satisfaction Index survey score by 7% as part of a restructuring push that includes Net Promoter Score focus.
…− Improvement of 7% in American Customer Satisfaction Index survey, one of the strongest industry improvements. − Second quarter Net Promoter Score (NPS) improved by 5 points year over year. − NPS for on-time flights increased for the 15th time in…
American Airlines reported notable improvements in its Net Promoter Score following network expansion and enhanced customer responses at its Dallas-Fort Worth hub.
American Airlines' Net Promoter Score collapsed around the time of its premium service pivot.
NPS was retained as a customer experience metric and allows the Company to measure and focus on our long-term customer strategy. With the NPS goal, our customer experience and improvement will continue to be measured as part of the 2025 LTIP.
Provides direct oversight of Net Promoter Score (NPS)
…to Deepen Loyalty and Lifetime Value3 Advancing Sales, Distribution and Revenue Management Efforts4 4 Highest net promoter score in company history in Q4 20251; committed to further improvement in 2026 LoungesInflight Delivering an elevated…
American Airlines has significant NPS deficit versus Delta and United, but is now actively using NPS as a metric.
American Airlines will track Net Promoter Scores as a primary indicator of success alongside premium revenue growth.
So first off, we will evaluate our Net Promoter Scores. That will be a huge driver.
our net promoter score, which allows us to measure and focus on our long-term customer strategy
American Airlines experiencing a net promoter score collapse with flyers shifting to Delta and United at record rates.
Historic full-year completion factor % 2014–2019 2023 97.4 98.9 +1.5 points 65 Our customers are noticing 2019 2023 +11 points Source: Net Promoter Score.
Of course, that translates into likelihood to recommend scores and Net Promoter Scores that are the best that we have ever seen. And I have great confidence that, that is something that will continue to play out.
It translates into Net Promoter Scores. And we see it over the holidays and as we really progressed through last year and and got reliability to a really high level, our scores have improved to the highest levels that we've seen.
American Airlines president acknowledged customer satisfaction concerns to investment analysts but declined to share the airline's NPS.
Retention disclosures (1)
American Airlines is investing in high-speed WiFi and personal outlets to improve passenger experience and customer retention.
Lighthouse companies in Travel, hospitality & leisure
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.