NPS Intelligence (beta)

…this segment continued to respond positively to the differentiated value proposition LATAM has built over time and reflected in Net Promoter Score that remained 3 points above the overall passenger average in line with historically high levels.

LATAM's investment in premium economy is translating into rapid growth of the carrier's Net Promoter Score.

LATAM Airlines' Net Promoter Score climbed from 19 in 2018 to 61, driven by inflight experience improvements.

LATAM Airlines deployed massive AI integration, achieving a record Net Promoter Score of 54.

LATAM Airlines' net promoter score, a composite measurement of profitability and customer satisfaction, has recently hit a historic high.

LATAM reports highest level of customer satisfaction in its history, as measured by NPS.

Notably, the cargo operations reached an all-time high cargo Net Promoter Score (NPS) of 67 points in the first months of the year, demonstrating a strong and improving level of client preference.

During 2025 we reached a historical NPS level of 54 points (three points higher than in 2024). Additionally, the NPS of our “Premium Travelers” (LATAM Pass Elite program members and passengers in premium and business cabins) reached a historic record…

LATAM achieved a passenger Net Promoter Score of 54 points in premium offerings as part of 2026 expansion plans.

Net Promoter Score rose to 54 points, as Roberto mentioned, for passenger operations, while among premium travelers each reached 58 points, the highest ever recorded by the group.

The group's Net Promoter Score (NPS) reached 54 points for the full year, an increase of 3 points versus 2024 and the highest full-year result for the group, validating that when employees are engaged and motivated, customers perceive it in every…

LATAM reduced its complaint rate in Brazil by 64% over three years through customer service redesign and service expansion.

Among premium passengers, NPS rose to 60 points, confirming the continued positive response to enhancements across our product and service touch points.

Customer satisfaction (via Net Promoter Score, NPS) remains at all-time high levels, evidencing the positive results of these investments and the continued customer preference across its network.

…combined with our other strengths like our network and loyalty program, have resulted in a double digit growth in net promoter scores (“NPS”) since 2019 , particularly with our premium customers, including LATAM Pass Elite members and passengers…

LATAM saw a significant improvement in Net Promoter Score with four refurbished 787s now in operation with new interiors.

LATAM Airlines achieved an NPS of 56, the highest in the company's history.

LATAM Airlines Group achieved its highest-ever Net Promoter Score of 56 in Q1 2025 amid 38% revenue growth.

…strides in enhancing the overall travel experience, which translated into stronger customer satisfaction, as passengers rated LATAM group with a Net Promoter Score (NPS) of 56 points, the highest score in the group’s history and a 5.6…

During 2024 we reached a historical NPS level of 51 points (three points higher than in 2023). Additionally, the NPS of our “Premium Travelers” (LATAM Pass Elite program members and passengers in premium and business cabins) reached a historic record…

LATAM Airlines Group reported an NPS of 51 points, a three-point increase from the previous year, in Q4 2024 earnings.

A key metric of our success is the improvement in our Net Promoter Score, which climbed to 51 points, marking a 3-point increase from the previous year, while our Net Promoter Score for Premium travelers reached 56 points during 2024.

These achievements were further reinforced by LATAM’s commitment to customer satisfaction, as evidenced by the highest Net Promoter Score (NPS) in its history, a clear indication of the trust passengers place in its passenger-focused approach.

Furthermore, in the second quarter passengers rated LATAM with a Net Promoter Score (NPS) of 54 points, the highest result in the history of the group under normal, non-pandemic operational conditions.

…in customer service for the automatic resolution of certain standard cases, as well as the early detection of critical cases, which has had a significant positive impact on the group's customer satisfaction indicator (Net Promoter Score - NPS).

LATAM Group reports passenger satisfaction measured by Net Promoter Score increased by two percentage points compared to 2022.

This system’s primary key performance indicator is the Net Promoter Score (“NPS”). To calculate NPS, we have a customer survey, where we ask how likely will passengers recommend us to a friend or colleague.

In recent years the group implemented the “Net Promoter System” in an effort to create a culture focused on earning the passionate loyalty of customers while inspiring the energy, enthusiasm and creativity of employees and ultimately accelerate…

Sustainability South American Airline for 2 nd year in a row (2021) 2 On Time Performance in 2021 1 +51 points in NPS in 2021 Net Promoter Score up +11 and +18 points vs.

In recent years the group implemented the “Net Promoter System” in an effort to create a culture focused on earning the passionate loyalty of customers while inspiring the energy, enthusiasm and creativity of employees and ultimately accelerate…

At the same time, LATAM was recognized as the most punctual airline group in the world by Official Airline Guide in 2021, and the group’s NPS, an indicator that measures the satisfaction of our customers, reached record highs during the year.

…Award winning product and net promoter score (NPS) up by 60% since 2019 ▪ LATAM Pass, with 38 million members is the largest airline loyalty program in the region, world’s 4 th largest ▪

Finally, in spite of all of the operational challenges, the group noted record-high customer satisfaction levels of 56 points in March, measured by the Net Promoter Score (NPS) indicator, showing continued improvement from the previous highs reached at…

Due to improvements in the group’s on-time performance, crew care and service, and COVID-19 health measures, LATAM’s Net Promoter Score (a measure of customer satisfaction), reached 40 points versus 33 in 2019, its highest level since the group began…

This comes in line with the consistent increase of the passenger satisfaction indicator (Net Promoter Score) from January to September. Both awards highlight LATAM’s excellency in tourism and the winners are chosen by passenger’s vote.

LATAM Airlines Group is revamping cabin experience and in-flight entertainment based on Net Promoter Score insights showing passenger priorities.

For this, we conduct various perception studies (such as NPS, brand funnel) and segmentation studies (Conjoint) to monitor and roll out action plans.

For this, we conduct various perception studies (such as NPS, brand funnel) and segmentation studies (Conjoint) to monitor and roll out action plans.

LATAM Airlines extends 30-year Santander Chile alliance through 2030, leveraging loyalty programs to drive customer retention and cross-selling.