Azul
azul.com.br ↗In their words
“In fact, our NPS, which – our NPS score is one of the highest in the world at above 60, and this compares with some of the best brands in the world.”
“We continue to run the most on-time airline in the region with the highest net promoter scores. John is going to give you more details on the quarter, but let me still extender for a second by summarizing on Slide 4.”
“We are flying more than ever, our NPS scores are high, and all of this with the airline that is more productive and more efficient than ever, 15% more than last year to be exact.”
Disclosed NPS over time
Every Net Promoter Score Azul has published, by date.
NPS disclosures (29)
Azul S.A. reports 26-point increase in Net Promoter Score as customer satisfaction strengthens.
Using immediate liquidity, net leverage was 2.8x as of quarter-end. § Azul made significant improvement in the overall travel experience, which translated into a Net Promoter Score (NPS) increase of more than 26 points in 2026 .
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2025 totaled 38.5. In 2020, Azul was awarded best airline in the world by TripAdvisor, the first time a Brazilian Flag Carrier ranked number one in the…
…would be 2.3x. § Azul made significant improvement in the overall travel experience, which translated into a Net Promoter Score (NPS) increase of more than 12 points in 1Q26 compared to 1Q25. § Azul ended 1Q26 with approximately 92.7% of its…
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2025 totaled 38.5. In 2020, Azul was awarded best airline in the world by TripAdvisor, the first time a Brazilian Flag Carrier ranked number one in the…
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2025 totaled 38.5. In 2020, Azul was awarded best airline in the world by TripAdvisor, the first time a Brazilian Flag Carrier ranked number one in the…
Net Promoter Score (NPS) recovery of more than 30 points in March 2025 compared to December 2024
…than R$1.6 billion debt from its 2029 and 2030 Notes into equity. § Azul remains focused on improving the overall travel experience, which translated into a Net Promoter Score (NPS) recovery of more than 33 points in June 2025 compared to December 2024.
…than R$480 million. § Azul made significant improvement in the overall travel experience, which translated into a Net Promoter Score (NPS) recovery of more than 30 points in March 2025 compared to December 2024. § 1Q25 EBITDA reached R$1,385.8, down…
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2024 totaled 42.7. In 2020, Azul was awarded best airline in the world by TripAdvisor, the first time a Brazilian Flag Carrier ranked number one in the…
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2023 totaled 54.9, significantly higher than our competitors in Brazil.
We continue to run the most on-time airline in the region with the highest net promoter scores. John is going to give you more details on the quarter, but let me still extender for a second by summarizing on Slide 4.
We are flying more than ever, our NPS scores are high, and all of this with the airline that is more productive and more efficient than ever, 15% more than last year to be exact.
Our airports are selling over 40% more in ancillary revenues with the same crewmember compared to 2019 – all of this while maintaining a market-leading Net Promoter Score around 60.
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2022 totaled 57.5, even with the impact on courtesy and lack of empathy when crewmembers wear masks and during the Omicron wave when onboard services were…
Our customers love to fly Azul, giving us incredibly high NPS scores, not only tops amongst all airlines, but other world-class companies as well that are outside of our industry.
Azul reports that NPS and occupancy rates break records monthly as part of operational results.
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2021 totaled 54.4, even with the impact on courtesy and lack of empathy when crewmembers wear masks and during the pandemic when onboard services were suspended…
As a result of our strong focus on customer service, our NPS (Net Promoter Score) average in 2020 totaled 52.8, even with the impact on courtesy and lack of empathy when crewmembers wear masks and during the pandemic when onboard services were suspended…
And we also know from our net promoter scores, you know, customer satisfaction is actually very, very close to last year, which is an amazing sign, you know, given sort of all the news out there.
On average, this innovation reduces boarding times by 25% and increases NPS by 21%. By the end of the year, we expect to have this system adopted in 70% of our flights.
As a result of our strong focus on customer service, our NPS score in 2019 totaled 57, significantly higher than Gol’s NPS score of 40. In 2019, we won the Skytrax award of “ Best Regional Airline in South America ” for the eight consecutive year and…
In addition to recording an average Net Promoter Score of 57 in 2019, we received six awards by TripAdvisor Travelers’ Choice Awards, including one of the Top 10 Best Airlines in the world and Best Airline in Latin America.
In fact, our NPS, which – our NPS score is one of the highest in the world at above 60, and this compares with some of the best brands in the world.
In addition, we use the NPS mentioned to measure customer satisfaction and in 2018, our score totaled 61%, which is in line with the score of leading global brands such as Apple.
In addition, we use the NPS mentioned to measure customer satisfaction and in 2017, our score totaled 64%, which is in line with the score of leading global brands such as Apple.
In addition, we use the NPS mentioned to measure customer satisfaction and in 2016, our score totaled 64%, which is in line with the score of leading global brands such as iPhone.
In addition, we use the NPS mentioned to measure customer satisfaction and in 2016, our score totaled 64%, which is in line with the score of leading global brands such as iPhone.
In addition, we use the NPS mentioned to measure customer satisfaction and in 2016, our score totaled 64%, which is in line with the score of leading global brands such as iPhone.
Retention disclosures (0)
No retention figures yet.
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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.