American Airlines
aa.com ↗In their words
“With 11 flying and another 19 on the way, our NPS scores will continue to rise as we introduce them further into the network. And across the system, net promoter scores for on time flights have improved in 6 of the last 7 quarters.”
“American Airlines reported a five-point year-over-year improvement in Net Promoter Score in Q2 2026.”
“American Airlines reported 200% improvement in Net Promoter Score since 2024.”
NPS disclosures (10)
With 11 flying and another 19 on the way, our NPS scores will continue to rise as we introduce them further into the network. And across the system, net promoter scores for on time flights have improved in 6 of the last 7 quarters.
American Airlines reported a five-point year-over-year improvement in Net Promoter Score in Q2 2026.
American Airlines reported 200% improvement in Net Promoter Score since 2024.
American Airlines reported improving Net Promoter Scores and positive customer reaction to recent announcements at the Morgan Stanley Laguna Conference.
American Airlines added a chief customer officer and improved its American Customer Satisfaction Index survey score by 7% as part of a restructuring push that includes Net Promoter Score focus.
…− Announced plans to install Starlink, the most advanced high-speed Wi-Fi, to the fleet beginning in 2027. − Improvement of 7% in American Customer Satisfaction Index survey, one of the strongest industry improvements. − Second quarter Net Promoter Score (NPS) improved by 5 points year over year. − NPS for on-time flights increased for the 15th time in the past 17 months.
American Airlines reported notable improvements in its Net Promoter Score following network expansion and enhanced customer responses at its Dallas-Fort Worth hub.
American Airlines' Net Promoter Score collapsed around the time of its premium service pivot.
EPS improvement was an added metric with an annual escalator. NPS was retained as a customer experience metric and allows the Company to measure and focus on our long-term customer strategy. With the NPS goal, our customer experience and improvement will continue to be measured as part of the 2025 LTIP.
Consistent, Elevated Customer Experience1 Maximizing the Power of American’s Network and Fleet2 Building Partnerships to Deepen Loyalty and Lifetime Value3 Advancing Sales, Distribution and Revenue Management Efforts4 4 Highest net promoter score in company history in Q4 20251; committed to further improvement in 2026 LoungesInflight Delivering an elevated customer experience •
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.