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
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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
Booking and Preparing to Travel

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
Pre-Travel

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
During and Post-Travel

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
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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

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

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

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
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