United Airlines
united.com ↗In their words
“Department of Transportation, with new and expanded airport facilities expected to support more flights. For the third quarter of 2026, United achieved its highest third-quarter customer satisfaction rate as measured by net promoter score since 2022.”
“United reports record 17% revenue growth in Q3; references record Net Promoter Score since 2022 and strong customer service scores.”
“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 and inflight entertainment.”
NPS disclosures (11)
Department of Transportation, with new and expanded airport facilities expected to support more flights. For the third quarter of 2026, United achieved its highest third-quarter customer satisfaction rate as measured by net promoter score since 2022.
United reports record 17% revenue growth in Q3; references record Net Promoter Score since 2022 and strong customer service scores.
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 and inflight entertainment.
United Airlines achieved a 3% increase in its overall Net Promoter Score for 2025, highlighting improved customer satisfaction.
Customer Experience • 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. On April 1, United unveiled TSA wait times within the United mobile app.
…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 kiosks and mobile app.
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.
United Airlines reports 2025 top Net Promoter Score days and ranks among top 25 since 2022, crediting frontline teams for customer care.
Retention disclosures (0)
No retention figures yet.
35 earlier entries are in the full version. Get full access →
Lighthouse companies in Travel, hospitality & leisure
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.