8
NPS
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Air Canada
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About Air Canada's Brand
Provider of air transportation services. The company's air transportation services covers intercontinental, domestic, regional or international locations enabling passengers to avail quality flight experience and services. Among its major competitors, Air Canada is ranked in 3rd place for NPS while American Airlines is 1st, and Lufthansa is 2nd.Their current valuation is $116.00M
Brand at a Glance
65%
Customer Loyalty
3.3/5
Product Quality
3.4/5
Pricing
3.5/5
Customer Service
Air Canada Ranking
- #3 / 4 of its competitors
Air Canada NPS
Air Canada's Net Promoter Score (NPS) is a 8 with 46% Promoters, 16% Passives, and 38% Detractors. Net Promoter Score tracks whether Air Canada's customers would recommend using the product based on a scale of -100 to 100.
Air Canada Overall NPS
| 46% | Promoters |
|---|---|
| 16% | Passives |
| 38% | Detractors |
Air Canada NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2024 5 | Nov 2024 | 5 |
Dec 2024 5 | Dec 2024 | 5 |
Feb 2025 7 | Feb 2025 | 7 |
Mar 2025 9 | Mar 2025 | 9 |
Apr 2025 9 | Apr 2025 | 9 |
May 2025 8 | May 2025 | 8 |
Jun 2025 8 | Jun 2025 | 8 |
Jul 2025 8 | Jul 2025 | 8 |
Aug 2025 8 | Aug 2025 | 8 |
Sep 2025 6 | Sep 2025 | 6 |
Dec 2025 8 | Dec 2025 | 8 |
Jan 2026 8 | Jan 2026 | 8 |
How Other Brands Compare
Air Canada is ranked third for NPS among its competitors. American Airlines and Lufthansa come in first and second, with United Airlines coming in at #4. Among those competitors, it is the lowest valued company behind United Airlines.
Air Canada |  American Airlines |  United Airlines |  Lufthansa | |
| Global Ranking | #- | #138 | #144 | #- |
| NPS | 8 | 14 | 4 | 13 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | - |
| Valuation Updated every 24 hours for public companies | $116.00M | $11.95B | $18.71B | - |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Air Canada NPS by Gender
Female customers rated Air Canada's NPS 6 points higher than Male customers.
Male
-11
Air Canada's NPS was rated -11 by Male customers on Comparably.
37%
Promoters
15%
Passives
48%
Detractors
Female
-5
Air Canada's NPS was rated -5 by Female customers on Comparably.
38%
Promoters
19%
Passives
43%
Detractors
Air Canada NPS by Ethnicity
Air Canada's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -15 | Caucasian | -15 |
African American/Black -60 | African American/Black | -60 |
Asian or Pacific Islander 19 | Asian or Pacific Islander | 19 |
Other -26 | Other | -26 |
Air Canada NPS by Age
Air Canada's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
Air Canada NPS by Usage
Air Canada's NPS was rated the highest by customers who have used Air Canada's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 24 | Less than 1 Year | 24 |
1 to 2 Years 11 | 1 to 2 Years | 11 |
2 to 5 Years -9 | 2 to 5 Years | -9 |
5 to 10 Years -28 | 5 to 10 Years | -28 |
Over 10 Years -21 | Over 10 Years | -21 |
Air Canada NPS vs. Competitors
Compared to its competitors, Air Canada's NPS is rated right above WestJet, and is preceded by Lufthansa.
| COMPANY | NPS Score | |
|---|---|---|
| American Airlines | 14 |
| Lufthansa | 13 |
| Air Canada | 8 |
 | WestJet | 7 |
| United Airlines | 4 |
Air Canada Customer Reviews
Out of the 7 Air Canada customer reviews 3 were positive and 4 were constructive. Air Canada customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Air Canada Customer Loyalty
65%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
65% of Air Canada users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Air Canada Customer Loyalty Score by Gender
Male customers rated Air Canada's Customer Loyalty score 6% higher than Female customers.
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Male
67%
Yes
Female
61%
Yes
Air Canada Customer Loyalty Score by Ethnicity
Air Canada's Customer Loyalty score was rated the highest by Other customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
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60
out of 100
Caucasian
64
out of 100
African American/Black
59
out of 100
Asian or Pacific Islander
78
out of 100
Other
Air Canada Customer Loyalty Score by Age
Air Canada's Customer Loyalty score was rated the highest by customers ages 46-50, and the lowest by customers ages 56-60.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 67% | 18-25 | 67% |
26-30 66% | 26-30 | 66% |
31-35 55% | 31-35 | 55% |
41-45 70% | 41-45 | 70% |
46-50 87% | 46-50 | 87% |
56-60 28% | 56-60 | 28% |
61-65 70% | 61-65 | 70% |
Air Canada Customer Loyalty Score by Usage
Air Canada's Customer Loyalty score was rated the highest by customers who have used Air Canada's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Air Canada Customer Loyalty Score by Industry
Air Canada's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Air Canada Customer Loyalty vs. Competitors
Compared to its competitors, Air Canada's Customer Loyalty score is rated right below American Airlines.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| WestJet | 72% |
| United Airlines | 72% |
| Lufthansa | 71% |
| American Airlines | 70% |
| Air Canada | 65% |
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Air Canada Product Quality
3.3/5
Air Canada has an overall Product Quality score of 3.3 out of 5 stars rated by its users and customers.
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Air Canada Product Information
Air Canada’s product quality score is a 3.3 out of 5 as rated by its users and customers. Reviewers from the Aerospace and Aviation industry rated Air Canada's product the highest. Reviewers from the Tech industry rated Air Canada the lowest at 2.1.
- Website
- www.aircanada.com
- Company Size
- 10,000+ Employees
Quick Insights into Air Canada Product Quality
Air Canada's Product Quality score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers from the Tech industry.
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Ranked Air Canada Product Quality the Highest
Ranked Air Canada Product Quality the Lowest
Air Canada Product Quality Score by Gender
Female customers rated Air Canada's Product Quality score 0.7 stars higher than Male customers.
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Male
2.9/5
Female
3.6/5
Air Canada Product Quality Score by Ethnicity
Air Canada's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
African American/Black 2.7 | African American/Black | 2.7 |
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Other 3.2 | Other | 3.2 |
Air Canada Product Quality Score by Age
Air Canada's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 3.7 | 26-30 | 3.7 |
31-35 2.9 | 31-35 | 2.9 |
41-45 3.1 | 41-45 | 3.1 |
46-50 3.3 | 46-50 | 3.3 |
56-60 2.2 | 56-60 | 2.2 |
61-65 3.1 | 61-65 | 3.1 |
Air Canada Product Quality Score by Usage
Air Canada's Product Quality score was rated the highest by customers who have used Air Canada's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Air Canada Product Quality Score by Industry
Air Canada's Product Quality score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
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Air Canada Product Quality vs. Competitors
Compared to its competitors, Air Canada's Product Quality score is rated right above United Airlines, and is preceded by WestJet.
| COMPANY | Product Quality Score | |
|---|---|---|
| Lufthansa | 3.5/5 |
| American Airlines | 3.4/5 |
| WestJet | 3.4/5 |
| Air Canada | 3.3/5 |
| United Airlines | 3.2/5 |
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Air Canada Pricing
Air Canada ROI & Value For Money
3.4/5
Air Canada has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Air Canada Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Aerospace and Aviation industry. The users from the Tech industry think that they had the lowest ROI from Air Canada.
Quick Insights into Air Canada ROI
Air Canada's ROI score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers from the Tech industry.
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Ranked Air Canada ROI the Highest
Ranked Air Canada ROI the Lowest
Air Canada ROI Score by Gender
Female customers rated Air Canada's ROI score 0.5 stars higher than Male customers.
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Male
3/5
Female
3.5/5
Air Canada ROI Score by Ethnicity
Air Canada's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
African American/Black 2.2 | African American/Black | 2.2 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.2 | Other | 3.2 |
Air Canada ROI Score by Age
Air Canada's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 3.2 | 26-30 | 3.2 |
31-35 3.5 | 31-35 | 3.5 |
41-45 3.6 | 41-45 | 3.6 |
46-50 3.4 | 46-50 | 3.4 |
56-60 2.3 | 56-60 | 2.3 |
61-65 2.6 | 61-65 | 2.6 |
Air Canada ROI Score by Usage
Air Canada's ROI score was rated the highest by customers who have used Air Canada's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Air Canada ROI Score by Industry
Air Canada's ROI score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
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Air Canada Pricing vs. Competitors
Compared to its competitors, Air Canada's ROI score is rated right above WestJet, and is preceded by Lufthansa.
| COMPANY | Pricing Score | |
|---|---|---|
| American Airlines | 3.4/5 |
| Lufthansa | 3.4/5 |
| Air Canada | 3.4/5 |
| WestJet | 3.2/5 |
| United Airlines | 3.1/5 |
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Air Canada Customer Satisfaction (CSAT)
Air Canada Customer Satisfaction (CSAT) Score
59 / 100
Air Canada has an overall Customer Satisfaction score of 59 rated by its users and customers.
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Very Satisfied
38%
Satisfied
21%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
6%
Very Dissatisfied
15%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Air Canada Customer Satisfaction
Air Canada's Customer Satisfaction score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers from the Tech industry.
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Ranked Air Canada Customer Satisfaction the Highest
Ranked Air Canada Customer Satisfaction the Lowest
Air Canada Customer Satisfaction Score by Gender
Air Canada's Customer Satisfaction score was rated 52 by both Female and Male customers on Comparably.
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52 / 100
MaleVery Satisfied | 36% | |
|---|---|---|
Satisfied | 16% | |
Neither Satisfied nor Dissatisfied | 20% | |
Dissatisfied | 12% | |
Very Dissatisfied | 16% |
52 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 19% | |
Neither Satisfied nor Dissatisfied | 24% | |
Dissatisfied | 5% | |
Very Dissatisfied | 19% |
Air Canada Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Air Canada's Customer Satisfaction (CSAT) score was rated 45% according to Caucasian users and customers.
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45 / 100
Very Satisfied
25%
Satisfied
20%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
10%
Very Dissatisfied
25%
CSAT according to African American/Black
Air Canada's Customer Satisfaction (CSAT) score was rated 25% according to African American/Black users and customers.
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25 / 100
Very Satisfied
25%
Satisfied
0%
Neither Satisfied nor Dissatisfied
50%
Dissatisfied
25%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Air Canada's Customer Satisfaction (CSAT) score was rated 70% according to Asian or Pacific Islander users and customers.
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70 / 100
Very Satisfied
60%
Satisfied
10%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
0%
Very Dissatisfied
20%
CSAT according to Other
Air Canada's Customer Satisfaction (CSAT) score was rated 50% according to Other users and customers.
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50 / 100
Very Satisfied
25%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
12%
Very Dissatisfied
13%
Air Canada Customer Satisfaction Score by Age
Air Canada's Customer Satisfaction score was rated the highest by customers ages 46-50, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 60% | |||||||||||||||
| 26-30 | 50% | |||||||||||||||
| 31-35 | 60% | |||||||||||||||
| 41-45 | 67% | |||||||||||||||
| 46-50 | 72% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 33% |
Air Canada Customer Satisfaction Score by Usage
Air Canada's Customer Satisfaction score was rated the highest by customers who have used Air Canada's products/services for Less than 1 Year, and the lowest by customers with 5 to 10 Years of usage.
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Air Canada Customer Satisfaction Score by Industry
Air Canada's Customer Satisfaction score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
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}Air Canada Customer Satisfaction vs. Competitors
Compared to its competitors, Air Canada's Customer Satisfaction score is rated right above United Airlines, and is preceded by WestJet.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Lufthansa | 71% |
| American Airlines | 65% |
| WestJet | 65% |
| Air Canada | 59% |
| United Airlines | 59% |
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Air Canada Customer Service
3.5/5
Air Canada has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About Air Canada's Customer Service
Address
H4S 1Z3
Website
www.aircanada.com
Phone Number
7
Quick Insights into Air Canada Customer Service
Air Canada's Customer Service score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers ages 61-65.
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Ranked Air Canada Customer Service the Highest
Ranked Air Canada Customer Service the Lowest
Air Canada Customer Service Score by Gender
Female customers rated Air Canada's Customer Service score 0.4 stars higher than Male customers.
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Male
3/5
Female
3.4/5
Air Canada Customer Service Score by Ethnicity
Air Canada's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
African American/Black 2.2 | African American/Black | 2.2 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.4 | Other | 3.4 |
Air Canada Customer Service Score by Age
Air Canada's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 3.4 | 26-30 | 3.4 |
31-35 3.3 | 31-35 | 3.3 |
41-45 3.3 | 41-45 | 3.3 |
46-50 3.5 | 46-50 | 3.5 |
56-60 2.5 | 56-60 | 2.5 |
61-65 1.6 | 61-65 | 1.6 |
Air Canada Customer Service Score by Usage
Air Canada's Customer Service score was rated the highest by customers who have used Air Canada's products/services for Less than 1 Year, and the lowest by customers with 1 to 2 Years of usage.
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Air Canada Customer Service Score by Industry
Air Canada's Customer Service score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
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Air Canada Customer Service vs. Competitors
Compared to its competitors, Air Canada's Customer Service score is rated right above American Airlines.
| COMPANY | Customer Service Score | |
|---|---|---|
| Air Canada | 3.5/5 |
| American Airlines | 3.4/5 |
| Lufthansa | 3.3/5 |
| WestJet | 3.2/5 |
| United Airlines | 3.1/5 |
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Air Canada as an Employer
4.1/5
Air Canada has a 4.1/5 stars for its overall company culture rated by their employees
top
35%
Consumer vs. Employees
Air Canada scored a 8 for Net Promoter Score and a -2 for Employee Net Promoter Score. NPS gauges how likely a customer of Air Canada would recommend the brand to a friend. ENPS measures how likely Air Canada employees would recommend working at Air Canada to a friend.
Net Promoter Score
8
NPS Score
| 46% | Promoters |
|---|---|
| 16% | Passive |
| 38% | Detractors |
Employee Net Promoter Score
-2
eNPS Score
| 35% | Promoters |
|---|---|
| 28% | Passive |
| 37% | Detractors |
