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Stay Ahead of Airline Market Shifts and Monitor Competitors

NPS Prism provides the most comprehensive CX data for airlines. Keep a pulse on industry disruption
and benchmark with competitor performance at the product, service and channel level.

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Companies Covered in Our Dataset

NPS Prism for Airlines

9
Airline brands NPS Prism includes data on all major US Airline companies at the brand and experience levels along with digital channels.
29
Customer Journeys NPS Prism contains granular data across booking, during and post-travel episodes including loyalty programs.
30 k+
Customers Surveyed Annually NPS Prism collects data from a representative sample of over 30K annual travelers.

Airline Customer Journeys That Matter

See a sample of the journeys we analyze from end to end in the NPS Prism platform.

Loyalty Programs
Booking and Preparing to Travel
Pre-Travel
During and Post-Travel
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Drive Customer Loyalty

Evaluate how you and your competitors perform in the eyes of customers when offering loyalty programs. NPS Prism includes data on:

  • I signed up for a frequent flyer program
  • I applied for a co-branded credit card
  • I managed my frequent flyer account
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Create a Smoother Path to Travel Booking and Preparation

See how your brand stacks up against competitors in common purchasing journeys, including:

  • I searched for flight options

  • I purchased my flight(s) directly with an airline (not using miles)

  • I purchased my flight(s) through a travel agent or 3rd party online platform

  • I booked a vacation package (without redeeming points)

  • I redeemed points/miles for an award flight

  • I redeemed points/miles for a non-flight reward

  • I selected my seat during booking

  • I attempted to change/cancel my flight reservation
  • I managed my flight reservation
  • I purchased add-ons to my flight reservation
  • I handled a changed or cancelled flight
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Create a Seamless Pre-Travel Experience

Learn what customers like and dislike when preparing to travel, such as:

  • I checked in for my flight

  • I checked a bag at the time of check-in

  • I gate checked my bag

  • I used the airport lounge

  • I boarded/attempted to board the flight

  • I received a free seat/seat class upgrade

  • My flight was delayed

  • My flight was cancelled
  • I changed my flight day-of/missed my flight

  • My flight was cancelled

  • I changed my flight day-of/missed my flight
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Ensure a Positive Travel and Post-Travel Experience

Use our platform to discover how customers feel about specific experiences during and after travel, including:

  • I used in-flight Wi-Fi

  • I used in-flight entertainment

  • I had a connection 

  • I collected my baggage 
  • I exited the aircraft 
  • I disputed a fee

To support learning at a granular level, NPS Prism gathers Net Promoter feedback for every episode, enabling its subscribers in, for example, the automobile industry to compare not only their relationship scores but also how they stack up for both digital and human interactions at every episode along the customer journey.

Fred Reichheld

Inventor of NPS and Bain & Company Fellow

Airline Insights

The Latest from NPS Prism

Uncover new trends in airline
CX on our blog.

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How Inflation Impacts Customer Experience

As prices continue to rise, consumers are rethinking their spending — and how they measure the value of their purchases. Our latest report explores how these trends impact customer experience (CX), and the strategies teams can use to drive success in uncertain times.

Read The Full Report
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Questions? Contact us at prism@bain.com.