{"id":1028253,"date":"2025-06-26T04:38:58","date_gmt":"2025-06-26T11:38:58","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1028253"},"modified":"2025-10-06T04:26:49","modified_gmt":"2025-10-06T11:26:49","slug":"united-airlines-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/united-airlines-nps\/","title":{"rendered":"United Airlines NPS and Customer Sentiment in 2025"},"content":{"rendered":"\n

Customer loyalty in the airline industry can be difficult to earn and even more challenging to maintain. Travelers remember more than just the flight; they remember how they felt every step of the way, from booking to landing. Net Promoter Score (NPS) is one of the most effective ways to measure that feeling.<\/p>\n\n\n\n

In this blog, we\u2019ll explore United Airlines\u2019 NPS in 2025, compare it with the industry average, and take a closer look at what the data tells us about customer loyalty, satisfaction, and where there\u2019s room to grow.<\/p>\n\n\n\n\n\n

What Is NPS and Why Does It Matter?<\/strong><\/h2>\n\n\n\n

Net Promoter Score (NPS)<\/a> is one of the simplest, most powerful ways to measure customer loyalty\u2014and more importantly, customer advocacy.<\/p>\n\n\n\n

It\u2019s based on a single question:<\/p>\n\n\n\n

\u201cOn a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?\u201d<\/strong><\/p>\n\n\n\n

Depending on how people respond, they\u2019re sorted into three groups:<\/p>\n\n\n\n

    \n
  1. Promoters (9\u201310)
    <\/strong>These are your loyal fans. They\u2019ve had a great experience and are happy to tell others.<\/li>\n<\/ol>\n\n\n\n
      \n
    1. Passives (7\u20138)
      <\/strong>These folks are satisfied, but not enthusiastic. They won\u2019t complain, but they won\u2019t go out of their way to promote you.<\/li>\n<\/ol>\n\n\n\n
        \n
      1. Detractors (0\u20136)
        <\/strong>These customers had a less-than-ideal experience and are likely to share that with others.<\/li>\n<\/ol>\n\n\n\n

        The formula is:<\/p>\n\n\n\n

        NPS = % of Promoters \u2013 % of Detractors<\/strong><\/p>\n\n\n\n

        A positive NPS means more advocates than critics. A negative score means you’re losing more love than you\u2019re earning.<\/p>\n\n\n\n

        United Airlines NPS Performance Score<\/strong><\/h2>\n\n\n\n

        United Airlines NPS Score for 2025 is 25<\/strong>, and while that\u2019s not rock bottom, it does show room for improvement, especially when the industry average is 33<\/strong>.<\/p>\n\n\n\n

        Let\u2019s break it down:<\/p>\n\n\n\n

        \"United-Airlines-NPS-Performance\"<\/figure>\n\n\n\n

        48% of customers are Promoters<\/h3>\n\n\n\n

        These folks had a good experience and would gladly recommend United to friends or family. That\u2019s almost half, which is a solid start\u2014but ideally, you want this number to be much higher.<\/p>\n\n\n\n

        29% are Passives<\/h3>\n\n\n\n

        These passengers didn\u2019t have a bad time, but nothing wowed them. They\u2019re satisfied but not excited, making them more likely to switch to another airline if something better comes.<\/p>\n\n\n\n

        23% are Detractors<\/h3>\n\n\n\n

        Nearly one in four customers walked away unhappy. That\u2019s a big group, and it signals that some parts of the travel experience\u2014maybe delays, service issues, or check-in problems\u2014aren\u2019t meeting expectations.<\/p>\n\n\n\n

        This mix explains why United\u2019s NPS is lagging. There\u2019s a base of loyal travelers, but too many people are indifferent or actively disappointed. And that\u2019s something worth paying attention to.<\/p>\n\n\n\n

        How Does United Compare to Other Airlines?<\/strong><\/h2>\n\n\n\n

        United Airlines isn\u2019t exactly topping the charts in terms of customer loyalty. With an NPS of 25, it falls short of the airline industry average of 33. That gap may not seem huge at first glance, but in a world where customer trust is everything, even a few points can make a big difference.<\/p>\n\n\n\n

        \"download-full-report-airlines\"<\/a><\/figure>\n\n\n\n

        Now, compare that to JetBlue\u2014a brand that\u2019s getting it right. JetBlue\u2019s NPS is 50, which shows that they\u2019re not just meeting expectations but making people happy enough to recommend them to friends and family.<\/p>\n\n\n\n

        For United, the lower score means many customers are walking away feeling \u201cokay\u201d about their experience. Maybe the flight was fine but not memorable, or the service was acceptable but not warm. That experience doesn\u2019t inspire loyalty\u2014it just checks a box.<\/p>\n\n\n\n

        While some airlines turn everyday passengers into passionate promoters, United leaves people in the middle. There\u2019s potential, but they\u2019re not quite hitting the mark. To compete, United needs to shift from being a functional airline to one that makes people feel good about choosing them, and talking about it afterward.<\/p>\n\n\n\n