Verticals / Travel, hospitality & leisure / Airlines
Airlines
95
Companies
with a public disclosure
54
Gave a number
a disclosed NPS
43
Median latest NPS
last 3 years
4
Silent
known companies, nothing published
Lighthouse companies
JetBlue
Airlines · jetblue.com
46NPS · 2026
20102026
“We improved nearly every major operational metric compared with 2024. Net Promoter Score (NPS) improved by 8 points year-over-year, and 17 points since the beginning of 2…”
Latest: SEC proxy statement
Southwest Airlines
Airlines · southwest.com
64NPS · 2025
20162025
“84.1% ontime performance, our best performance since 2020 • 63.9 Trip Net Promoter Score, our best performance since 2020 Maximizing Shareholder value and capital flexibi…”
Latest: SEC 8-K filing
Delta Air Lines
Airlines · delta.com
54NPS · 2022
20202022
“Delta Air Lines had a Net Promoter Score of 52 in November, cited as a pretty good score in airline industry comparison.”
Latest: SEC 8-K filing
LATAM Airlines
Airlines · latamairlines.com
61NPS · 2026
20252026
“LATAM Airlines' Net Promoter Score climbed from 19 in 2018 to 61, driven by inflight experience improvements.”
Latest: simpleflying.com
Controladora Vuela Compania de Aviacion, S.A.B. de C.V.
Airlines · volaris.com
39NPS · 2025
20232025
“Our proactive management of aircraft and engine availability has ensured operational continuity, and is reflected in our customer satisfaction metrics, including on-time …”
Latest: Earnings call, Q1 2025
Azul
Airlines · azul.com.br
38NPS · 2026
20192026
“In addition, we offer Wi-Fi service in some of our A320neo and E2 fleet and are currently installing it in additional aircraft. As a result of our strong focus on custome…”
Latest: SEC F-1 IPO prospectus
Air India
Airlines · airindia.in
40NPS · 2026
20252026
“Air India's Net Promoter Score rose by more than 70 points from -35 in late 2022 to nearly +40.”
Latest: hotelierindia.com
Aspirational Consumer Lifestyle Corp.
Airlines · wheelsup.com
87NPS · 2021
20212021
Retention 80% · 2022
“For 2020, we had over 9,200 Active Members, over 11,300 Active Users and flew more than 150,000 passengers on approximately 45,000 flights, making us the largest provider…”
Latest: SEC S-1 IPO prospectus
Volato Group, Inc.
Airlines · volato.com
82NPS · 2024
20232024
“• Capital-light strategy combines fractional ownership with higher-yield non-owner flight operations 12 Volato Group: Investment Highlights CUSTOMER TRACTION • Fastest gr…”
Latest: SEC 8-K filing
BermudAir
Airlines · bermudair.com
70NPS · 2026
20262026
“BermudAir consistently earns an NPS above 70, one of the highest ratings in its industry.”
Latest: einnews.com
JSX
Airlines · jsx.com
2NPS · 2026
20192026
“JSX CEO noted net promoter score for ATRs is 2.5 points as a measure of customer satisfaction.”
Latest: thepointsguy.com
More companies
Number of entries in brackets.
United Airlines46Frontier26American Airlines20Gol Intelligent Airlines Inc.20Allegiant Travel CO19Grupo Aeromexico, S.A.B. de C.V.15Qantas15Jet213Spirit Airlines12Alaska Air Group11Malaysia Airlines11KLM Group9Virgin America Inc.9GOL8Etihad Airways7Eurowings7Hawaiian Holdings, Inc.7British Airways6JetSuiteX6airBaltic6Lufthansa5Virgin Australia5Volotea5Air India Express4AirAsia4Panasonic Avionics4Scandinavian Airlines (SAS)4Singapore Airlines4TAM AIRLINES S.A.4Avelo Airlines3Breeze Airways3Cebu Pacific3IndiGo3Turkish Airlines3Air Canada2Alitalia2Blade Air Mobility, Inc.2ITA Airways2Jazeera Airways2London City Airport2Magellan Jets2Oman Air2Saudia2easyJet2Aer Lingus1Air New Zealand1Air Serbia1CAL (Caribbean Airlines)1Cathay Pacific1Cayman Airways1Condor1Emirates Airlines1Exeter Airport1Fiji Airways1Firefly (Malaysia Aviation Group)1Fly Louie1Iberia Express1Icelandair1Immfly1JETNET1Japan Airlines (JAL)1Jeju Air1JetSuite1Kenya Airways Limited1Liverpool John Lennon Airport1Loganair1Nelson Airport1Norwegian Group1PAL1PLAY1Philippine Airlines1Porter Airlines1Qatar Airways1RYANAIR HOLDINGS PLC1SalamAir1Scoot1SpiceJet1Sunclass1TAP (Air Portugal)1Tata Airlines1Virgin Atlantic1flyExclusive1flydubai1
Silent
Companies we know of in airlines that have published nothing on NPS or retention.
Airline
Airline
Regional Airline
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.