LATAM Airlines
latamairlines.com ↗In their words
“Customer satisfaction reached record levels. 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. This is a clear indication that our customers are recognizing and valuing the improvements.”
“More importantly, 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 Airlines' Net Promoter Score climbed from 19 in 2018 to 61, driven by inflight experience improvements.”
Disclosed NPS over time
Every Net Promoter Score LATAM Airlines has published, by date.
NPS disclosures (11)
More importantly, 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. • The Company has replaced its full-year 2026 guidance with a more focused set of metrics, reflecting a higher jet-fuel price and updated Brazilian real exchange rate assumptions.
We then calculate NPS as the percentage of customers who are promoters (those who scored nine or 10) minus the percentage of customers who are detractors (those who scored zero to six). During 2025 we reached a historical NPS level of 54 points (three points higher than in 2024).
LATAM achieved a passenger Net Promoter Score of 54 points in premium offerings as part of 2026 expansion plans.
Customer satisfaction reached record levels. 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. This is a clear indication that our customers are recognizing and valuing the improvements.
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 interaction.
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.