NPS Intelligence (beta)

Achieved the company's best customer satisfaction scores for a second quarter since 2021 and second best of all time as measured by the Net Promoter Score, with record-setting customer satisfaction rates across the check-in experience, food and beverage…

United Airlines achieved a 3% increase in its overall Net Promoter Score for 2025, highlighting improved customer satisfaction.

…Achieved the best first-quarter customer satisfaction scores for on-time customers as measured by the Net Promoter Score, including categories such as inflight entertainment, gate, boarding and security.

highest fourth-quarter customer satisfaction score in its history as measured by Net Promoter Score

• We achieved the highest customer satisfaction score for a full year as measured by the Net Promoter Score since 2022 among on-time passengers, including a seven-point increase in the check-in experience thanks to our investments in the lobby, improved…

United Airlines reported rising net promoter scores alongside strong Q1 performance on loyalty and operational metrics.

For the full year, United achieved its highest NPS since 2022 among on-time passengers, including a seven-point increase in the check-in experience thanks to United's investments in the lobby experience, improved kiosks and the United mobile app.

United Airlines, which carried a record 173.6 million passengers in 2024, has shown a consistent rise in Net Promoter Scores.

company record for Net Promoter Score

United Airlines reports 2025 top Net Promoter Score days and ranks among top 25 since 2022, crediting frontline teams for customer care.

And our customer NPS score was up nearly 7% this summer versus summer 2024. This performance is a testament to the dedication of our United team.

Achieved the company's highest second-quarter Net Promoter Score measure of customer satisfaction since 2021, setting record rates for customer experience with baggage, cabin cleanliness and condition, boarding, the check-in process, gate experience,…

• Achieved our highest customer satisfaction scores for a first quarter, an increase of 10% year over year, recording our highest ever ratings for pilot communication, inflight entertainment and check-in experience based on the Net Promoter Score…

United Airlines has seen strong improvement in net promoter scores over recent years.

…In the fourth quarter, achieved a 6% increase year-over-year of customers providing a perfect score of 10 on the customer satisfaction scale the Net Promoter Score.

United's Net Promoter Score increased by 5.4 points in the quarter as the airline leaned into digital tools amid corporate travel uptick.

• Increased third quarter customer satisfaction ratings by 5.4 points year over year as measured by the Net Promoter Score scale, with improvements to important touchpoints like baggage, inflight entertainment and food and beverage.

United Airlines' Chicago hub net promoter score increased following improvements to basic economy fares.

Achieved the highest rating for a second quarter 5 on the consumer satisfaction rating scale, the Net Promoter Score. • Expanded TSA PreCheck Touchless ID technology across key markets, including Newark, Los Angeles and Atlanta, following its debut in…

33% Net Promoter Score (“NPS”): This customer-based metric provides continued focus on taking care of our customers and measures success toward positioning the United brand as the preferred choice for airline travel. ​ ​ RSUs 50% Vest one-third per year…

These jets have higher NPS scores as a result. These jets also come with larger first class cabins, more economy plus seats.

We have reached nearly 5,000 completed trainings and improved Net Promoter Score and employee satisfaction ratings. Cultural Advisory Board: Our Cultural Advisory Board expanded this year to five new destinations.

• In the fourth quarter, Inflight Service, Check-In and Club Satisfaction beat their record from last quarter and ended with their highest quarterly performance since the launch of the NPS (Net Promoter Score) survey in 2020.

…Achieved a nearly 5-point improvement in customer satisfaction as measured by Net Promoter Score over the second quarter of 2022. 2 Includes cash, cash equivalents, short-term investments and undrawn credit facilities.

United Airlines collects NPS feedback to improve customer experience through Phase 2 Flight Attendant Promoter Score initiative.

It's been tough, but I'm encouraged to see the improvement in operating results and customer NPS so far in June, and July.

• Achieved the highest Net Promoter Score (NPS) for inflight satisfaction. Key Highlights •

- Customer Service – Despite the crisis, we’ve seen over a 30-point improvement in Net Promoter Score. We are on a path to de-commoditize air travel.

United achieved Q4 financial targets and set a new Net Promoter Score record in 2021.

The company achieved every major financial guidance target for the fourth quarter – and set a new Net Promoter Score (NPS) record in 2021 – despite the sharp spike in COVID-19 cases caused by the Omicron variant.

…are opportunities United is well positioned to capitalize on Continuing improvements and reliability leads to all-time record Net Promoter Score year-to-date; a nearly 12% increase CHICAGO, October 19, 2021 – United Airlines (UAL) today…

…1:1 overhead bins Seatback entertainment LED lighting Next generation wi-fi Nose to tail power New branding elements Culture change, improved customer focus drive higher NPS scores Customer experience FY 2020FY 2019 2021 YTD +36 pts Net Promoter Score1…

United Airlines is seeking to raise its Net Promoter Score by tasking pilots with clearer communication and improved customer focus.

…annual compensation incentives focused on our financial performance (measured by pre-tax income), operating performance (measured by on-time departures), and customer satisfaction (measured by improvement in the Company’s net promoter scores (“NPS”)).

…upon the achievement of established goals based on the Company's absolute pre-tax margin performance as well as a customer metric based on the Company's relative quarterly average of net promoter scores as compared to a group of industry peers, both…

I mean change fees, we're just -- when we talk to our customers, were the biggest obstacle we had to getting the brands and our NPS and everything where we need it to be.

The amount of performance-based RSUs vest upon the achievement of established goals based on the Company's absolute pre-tax margin performance as well as a customer metric based on the Company's relative quarterly average of net promoter scores as…

…upon the achievement of established goals based on the Company's absolute pre-tax margin performance as well as a customer metric based on the Company's relative quarterly average of net promoter scores as compared to a group of industry peers, both…

“NPS” refers to Net Promoter Score a customer research - based satisfaction score. Premium and growing member base with attractive demographics and high retention (cont’d) 2 ▪

…upon the achievement of established goals based on the Company's absolute pre-tax margin performance as well as a customer metric based on the Company's relative quarterly average of net promoter scores as compared to a group of industry peers, both…

The 2019 AIP awards included a new measure of customer satisfaction based on NPS results. This metric represented 10% of the total target opportunity .

In 2019, we saw United’s largest ever year-over-year improvement in Net Promoter Scores. Where did this progress come from?

The material increases in customer satisfaction and Net Promoter Scores which is driving customers to choose United Airlines and contributing to our strong financial results.

…(15%) measured by internal surveys and in consideration of published external rankings Strategic initiatives (10%) Net Promoter Score (10%) (NEW) Long-term Incentive Program Long-term Incentive Program Performance-Based RSUs—Relative Pre-tax Margin…

United Airlines' Accelerate training programme shows direct correlation to improved first-year employee retention rates.