British Airways
britishairways.com ↗In their words
“British Airways reports record year with improved Net Promoter Score and new amenities including Starlink Wi-Fi and premium offerings.”
“British Airways' Net Promoter Score rose by 10.5 points, its highest rating since 2019, driven by operational and customer experience improvements.”
“British Airways Executive Club has strengthened customer loyalty since 1982 through frequent flier rewards programmes.”
NPS disclosures (5)
British Airways reports record year with improved Net Promoter Score and new amenities including Starlink Wi-Fi and premium offerings.
British Airways' Net Promoter Score rose by 10.5 points, its highest rating since 2019, driven by operational and customer experience improvements.
British Airways reports improvement in negative Net Promoter Score through expanded First Contact Resolution programme worldwide.
British Airways' net promoter scores increased significantly at Orlando following biometric-boarding technology trials.
British Airways' Net Promoter Score has gone through the roof since its Club World business class offering was refreshed in September.
Retention disclosures (1)
British Airways Executive Club has strengthened customer loyalty since 1982 through frequent flier rewards programmes.
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.