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American Airlines is

Ranked

#11

Automotive and Transportation Brands

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American Airlines

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American Airlines

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American Airlines is ranked #11 in Automotive and Transportation Brands

About American Airlines' Brand

Embark on an adventure with a commitment to service, excellence and humanity. Our team is what powers our airline. We are proudly dedicated to our purpose of caring for people on life’s journey, including connecting our customers to the people and places they love or providing our team members development and leadership opportunities to acquire new skills and explore their potential. With more than 1,300 aircraft in our mainline and regional fleets combined and an extensive route network that touches six continents, we’ve got a place for you to start — or continue — your career. Whether you’re stationed at one of our hundreds of airports, working out of our state-of-the-art headquarters in Fort Worth, Texas, or serving customers over the phone from your home office, there are endless opportunities for you to grow and lead at American. American Airlines’s brand is ranked #138 in the list of Global Best Brands, a carefully curated list of recognized brands as rated by customers of American Airlines. When compared to other organizations within the Automotive and Transportation industry, American Airlines is ranked #11. Among its major competitors, American Airlines is ranked in 4th place for NPS while Air France-KLM is 1st, and Southwest Airlines is 2nd. Overall, American Airlines has a neutral social sentiment, when analyzing social media channels and online mentions.Their current market cap is $11.95B

Brand at a Glance

70%

Customer Loyalty

3.4/5

Product Quality

3.4/5

Pricing

3.4/5

Customer Service

American Airlines Ranking

^#11 in Automotive and Transportation
^#3 / 4 of its competitors

American Airlines NPS

American Airlines's Net Promoter Score (NPS) is a 14 with 49% Promoters, 16% Passives, and 35% Detractors. Net Promoter Score tracks whether American Airlines's customers would recommend using the product based on a scale of -100 to 100.

American Airlines Overall NPS

NPS

49%	Promoters
16%	Passives
35%	Detractors

American Airlines NPS Trend

-100

-50

100

Summary	Date	Score
Jan 2025 15	Jan 2025	15
Feb 2025 15	Feb 2025	15
Mar 2025 14	Mar 2025	14
Apr 2025 14	Apr 2025	14
May 2025 14	May 2025	14
Jun 2025 14	Jun 2025	14
Jul 2025 14	Jul 2025	14
Aug 2025 14	Aug 2025	14
Sep 2025 14	Sep 2025	14
Oct 2025 12	Oct 2025	12
Nov 2025 12	Nov 2025	12
Jan 2026 14	Jan 2026	14

How Other Brands Compare

American Airlines is ranked third for NPS among its competitors. Southwest Airlines and Delta Air Lines come in first and second, with United Airlines coming in at #4. Among those competitors, it is the lowest valued company behind Southwest Airlines.

	American Airlines	Delta Air Lines	Southwest Airlines	United Airlines
Global Ranking	#138	#21	#24	#144
NPS	14	43	47	4
Social Sentiment Calculated by analyzing social media and other online mentions	Neutral	Neutral	Neutral	Neutral
Valuation Updated every 24 hours for public companies	$11.95B	$31.16B	$31.19B	$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.

American Airlines NPS by Gender

Female customers rated American Airlines's NPS 36 points higher than Male customers.

Male

-21

American Airlines's NPS was rated -21 by Male customers on Comparably.

34%

Promoters

11%

Passives

55%

Detractors

Female

American Airlines's NPS was rated 15 by Female customers on Comparably.

49%

Promoters

17%

Passives

34%

Detractors

American Airlines NPS by Ethnicity

American Airlines's NPS was rated the highest by Native American customers, and the lowest by Caucasian customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian -17	Caucasian	-17
Hispanic or Latino 40	Hispanic or Latino	40
African American/Black 10	African American/Black	10
Asian or Pacific Islander -5	Asian or Pacific Islander	-5
Native American 100	Native American	100
Other -3	Other	-3

American Airlines NPS by Age

American Airlines's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 66+.

100

Summary

Age

Promoters

Passives

Detractors

18-25

51%

19%

30%

26-30

41%

21%

38%

31-35

45%

50%

36-40

33%

59%

41-45

61%

17%

22%

46-50

42%

21%

37%

51-55

44%

12%

44%

56-60

40%

30%

61-65

32%

11%

57%

66+

33%

67%

American Airlines NPS by Usage

American Airlines's NPS was rated the highest by customers who have used American Airlines's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year -12	Less than 1 Year	-12
1 to 2 Years 25	1 to 2 Years	25
2 to 5 Years 6	2 to 5 Years	6
5 to 10 Years -21	5 to 10 Years	-21
Over 10 Years -2	Over 10 Years	-2

American Airlines NPS vs. Competitors

Compared to its competitors, American Airlines's NPS is rated right above United Airlines, and is preceded by Delta Air Lines.

COMPANY		NPS Score
	Air France-KLM	100
	Southwest Airlines	47
	Delta Air Lines	43
	American Airlines	14
	United Airlines	4
	Spirit Airlines	-54

American Airlines NPS vs Companies in Automotive and Transportation

In the Automotive and Transportation industry, American Airlines's NPS is rated right below FedEx.

COMPANY		NPS Score
	Porsche	60
	Toyota	43
	Mercedes-Benz USA	39
	Honda	37
	Audi	34
	BMW Group	34
	Tesla	29
	FedEx	19
	American Airlines	14

American Airlines Customer Reviews

Out of the 57 American Airlines customer reviews 31 were positive and 26 were constructive. American Airlines customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.

All Reviews

Positive Reviews

Constructive Reviews

American Airlines Customer Loyalty

70%

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.

70% of American Airlines users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"

70%

30%

American Airlines Customer Loyalty Score by Gender

Female customers rated American Airlines's Customer Loyalty score 13% higher than Male customers.

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Male

63%

Yes

Female

76%

Yes

American Airlines Customer Loyalty Score by Ethnicity

American Airlines's Customer Loyalty score was rated the highest by Native American customers, and the lowest by Asian or Pacific Islander customers.

% who answered "Yes"

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of American Airlines.

out of 100

Caucasian

out of 100

Hispanic or Latino

out of 100

African American/Black

out of 100

Asian or Pacific Islander

100

out of 100

Native American

out of 100

Other

American Airlines Customer Loyalty Score by Age

American Airlines's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 31-35.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of American Airlines.

20%

40%

60%

80%

100%

Summary	Age	Score
18-25 66%	18-25	66%
26-30 63%	26-30	63%
31-35 51%	31-35	51%
36-40 57%	36-40	57%
41-45 95%	41-45	95%
46-50 91%	46-50	91%
51-55 75%	51-55	75%
56-60 82%	56-60	82%
61-65 68%	61-65	68%
66+ 70%	66+	70%

American Airlines Customer Loyalty Score by Usage

American Airlines's Customer Loyalty score was rated the highest by customers who have used American Airlines's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.

Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.

Less than 1 Year	42%
1 to 2 Years	74%
2 to 5 Years	68%
5 to 10 Years	74%
Over 10 Years	76%

American Airlines Customer Loyalty Score by Industry

American Airlines's Customer Loyalty score was rated the highest by Consumer Services industry customers, and the lowest by Military and Defense industry customers.

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Tech	61%
Accounting	93%
Aerospace and Aviation	81%
Architecture and Planning	28%
Arts and Entertainment	87%
Banking and Financial Services	67%
Business and Consumer Services	36%
Business Supplies and Equipment	70%
Consulting	70%
Consumer Services	100%
Education	68%
Government and Public Policy	87%
Healthcare, Hospitals and Medicine	75%
Hospitality	82%
Legal	55%
Travel and Hospitality	82%
Logistics and Supply Chain	70%
Manufacturing and Machinery	100%
Marketing, Advertising and Research	70%
Media and Entertainment	55%
Military and Defense	10%
Non-Profit	40%
Energy and Manufacturing	100%
Professional Services	70%
Real Estate	78%
Retail	100%
Telecommunications	70%
Transportation	64%

American Airlines Customer Loyalty vs. Competitors

Compared to its competitors, American Airlines's Customer Loyalty score is rated right above Spirit Airlines, and is preceded by United Airlines.

COMPANY		Customer Loyalty Score
	Air France-KLM	100%
	Southwest Airlines	85%
	Delta Air Lines	83%
	United Airlines	72%
	American Airlines	70%
	Spirit Airlines	49%

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Customer Loyalty for Other Automotive and Transportation Brands

In the Automotive and Transportation industry, American Airlines's Customer Loyalty score is rated right below FedEx.

COMPANY		Customer Loyalty Score
	Honda	86%
	Porsche	85%
	Audi	84%
	Mercedes-Benz USA	84%
	Toyota	83%
	BMW Group	82%
	Tesla	77%
	FedEx	74%
	American Airlines	70%

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American Airlines Product Quality

3.4/5

American Airlines has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.

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American Airlines Product Information

American Airlines’s product quality score is a 3.4 out of 5 as rated by its users and customers. Reviewers from the Consumer Services industry rated American Airlines's product the highest. Reviewers from the Manufacturing and Machinery industry rated American Airlines the lowest at 3.9.

Website: http://www.aa.com

Company Size: 10,000+ Employees

Industry

Aerospace and Aviation

Quick Insights into American Airlines Product Quality

American Airlines's Product Quality score was rated highest by Native American customers, and rated lowest by customers from the Tech industry.

Sign Up to unlock insights into how customers have ranked American Airlines' Product Quality.

Ranked American Airlines Product Quality the Highest

Native American	5
Consumer Services	4.6
18-25	3.9

Ranked American Airlines Product Quality the Lowest

5 to 10 Years	2.8
66+	2.7
Tech	2.5

American Airlines Product Quality Score by Gender

Female customers rated American Airlines's Product Quality score 0.5 stars higher than Male customers.

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Male

3/5

Female

3.5/5

American Airlines Product Quality Score by Ethnicity

American Airlines's Product Quality score was rated the highest by Native American customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 3	Caucasian	3
Hispanic or Latino 3.9	Hispanic or Latino	3.9
African American/Black 3.4	African American/Black	3.4
Asian or Pacific Islander 3.1	Asian or Pacific Islander	3.1
Native American 5	Native American	5
Other 3.4	Other	3.4

American Airlines Product Quality Score by Age

American Airlines's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

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Summary	Age	Score
18-25 3.9	18-25	3.9
26-30 3.5	26-30	3.5
31-35 2.7	31-35	2.7
36-40 3.1	36-40	3.1
41-45 3.6	41-45	3.6
46-50 3.2	46-50	3.2
51-55 3.1	51-55	3.1
56-60 3.8	56-60	3.8
61-65 2.7	61-65	2.7
66+ 2.7	66+	2.7

American Airlines Product Quality Score by Usage

American Airlines's Product Quality score was rated the highest by customers who have used American Airlines's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	3.2
1 to 2 Years	3.7
2 to 5 Years	3.4
5 to 10 Years	2.8
Over 10 Years	3.3

American Airlines Product Quality Score by Industry

American Airlines's Product Quality score was rated the highest by Consumer Services industry customers, and the lowest by Tech industry customers.

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Tech	2.5
Accounting	4.2
Aerospace and Aviation	3.4
Architecture and Planning	3
Arts and Entertainment	4.2
Banking and Financial Services	2.8
Business and Consumer Services	2.5
Business Supplies and Equipment	3.1
Consulting	3.1
Consumer Services	4.6
Education	2.8
Government and Public Policy	3.8
Healthcare, Hospitals and Medicine	3.1
Hospitality	4.3
Legal	2.7
Travel and Hospitality	3.7
Logistics and Supply Chain	4.6
Manufacturing and Machinery	3.9
Marketing, Advertising and Research	4.2
Media and Entertainment	3
Military and Defense	3.1
Non-Profit	3.8
Energy and Manufacturing	3.1
Professional Services	3.1
Real Estate	2.5
Retail	4.1
Telecommunications	3.1
Transportation	3.2

American Airlines Product Quality vs. Competitors

Compared to its competitors, American Airlines's Product Quality score is rated right above United Airlines, and is preceded by Air France-KLM.

COMPANY		Product Quality Score
	Southwest Airlines	4.1/5
	Delta Air Lines	4.1/5
	Air France-KLM	4/5
	American Airlines	3.4/5
	United Airlines	3.2/5
	Spirit Airlines	1.7/5

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Product Quality for Other Automotive and Transportation Brands

In the Automotive and Transportation industry, American Airlines's Product Quality score is rated right below FedEx.

COMPANY		Product Quality Score
	Porsche	4.4/5
	Mercedes-Benz USA	4.2/5
	Honda	4.1/5
	Toyota	4.1/5
	BMW Group	4.1/5
	Tesla	3.9/5
	Audi	3.9/5
	FedEx	3.6/5
	American Airlines	3.4/5

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American Airlines Pricing

American Airlines ROI & Value For Money

3.4/5

American Airlines 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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American Airlines 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 Consumer Services industry. The users from the Real Estate industry think that they had the lowest ROI from American Airlines.

Quick Insights into American Airlines ROI

American Airlines's ROI score was rated highest by customers from the Consumer Services industry, and rated lowest by customers from the Real Estate industry.

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Ranked American Airlines ROI the Highest

Consumer Services	4.6
Native American	4.1
18-25	3.7

Ranked American Airlines ROI the Lowest

Male	2.8
61-65	2.7
Real Estate	2

American Airlines ROI Score by Gender

Female customers rated American Airlines's ROI score 0.5 stars higher than Male customers.

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Male

2.8/5

Female

3.3/5

American Airlines ROI Score by Ethnicity

American Airlines's ROI score was rated the highest by Native American customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 2.8	Caucasian	2.8
Hispanic or Latino 3.5	Hispanic or Latino	3.5
African American/Black 3.4	African American/Black	3.4
Asian or Pacific Islander 3.2	Asian or Pacific Islander	3.2
Native American 4.1	Native American	4.1
Other 3	Other	3

American Airlines ROI Score by Age

American Airlines's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.

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Summary	Age	Score
18-25 3.7	18-25	3.7
26-30 3.2	26-30	3.2
31-35 2.7	31-35	2.7
36-40 2.7	36-40	2.7
41-45 3.4	41-45	3.4
46-50 3	46-50	3
51-55 3.2	51-55	3.2
56-60 3.4	56-60	3.4
61-65 2.7	61-65	2.7
66+ 2.8	66+	2.8

American Airlines ROI Score by Usage

American Airlines's ROI score was rated the highest by customers who have used American Airlines's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	3.2
1 to 2 Years	3.3
2 to 5 Years	3.4
5 to 10 Years	2.9
Over 10 Years	3

American Airlines ROI Score by Industry

American Airlines's ROI score was rated the highest by Consumer Services industry customers, and the lowest by Real Estate industry customers.

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Tech	2.5
Accounting	4.1
Aerospace and Aviation	3.1
Architecture and Planning	2.8
Arts and Entertainment	3.5
Banking and Financial Services	2.9
Business and Consumer Services	2.2
Business Supplies and Equipment	2.8
Consulting	3.2
Consumer Services	4.6
Education	3.1
Government and Public Policy	3
Healthcare, Hospitals and Medicine	3.1
Hospitality	4
Legal	2.7
Travel and Hospitality	3.4
Logistics and Supply Chain	4.3
Manufacturing and Machinery	3.7
Marketing, Advertising and Research	3.6
Media and Entertainment	2.5
Military and Defense	2.6
Non-Profit	3.3
Energy and Manufacturing	4
Professional Services	2.8
Real Estate	2
Retail	4.2
Telecommunications	3
Transportation	3

American Airlines Pricing vs. Competitors

Compared to its competitors, American Airlines's ROI score is rated right above United Airlines, and is preceded by Delta Air Lines.

COMPANY		Pricing Score
	Southwest Airlines	4/5
	Air France-KLM	4/5
	Delta Air Lines	3.9/5
	American Airlines	3.4/5
	United Airlines	3.1/5
	Spirit Airlines	1.9/5

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ROI for Other Automotive and Transportation Brands

In the Automotive and Transportation industry, American Airlines's ROI score is rated right above FedEx, and is preceded by BMW Group.

COMPANY		Pricing Score
	Porsche	4.1/5
	Toyota	4/5
	Mercedes-Benz USA	4/5
	Honda	3.9/5
	Tesla	3.9/5
	Audi	3.8/5
	BMW Group	3.7/5
	American Airlines	3.4/5
	FedEx	3.4/5

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American Airlines Customer Satisfaction (CSAT)

American Airlines Customer Satisfaction (CSAT) Score

65 / 100

American Airlines has an overall Customer Satisfaction score of 65 rated by its users and customers.

Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"

Very Satisfied	38%
Satisfied	27%
Neither Satisfied nor Dissatisfied	10%
Dissatisfied	9%
Very Dissatisfied	16%

Very Satisfied

38%

Satisfied

27%

Neither Satisfied nor Dissatisfied

10%

Dissatisfied

Very Dissatisfied

16%

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 American Airlines Customer Satisfaction

American Airlines's Customer Satisfaction score was rated highest by customers from the Consumer Services industry, and rated lowest by customers from the Energy and Manufacturing industry.

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Ranked American Airlines Customer Satisfaction the Highest

Consumer Services	100%
Native American	100%
18-25	85%

Ranked American Airlines Customer Satisfaction the Lowest

Caucasian	58%
66+	35%
Energy and Manufacturing	0%

American Airlines Customer Satisfaction Score by Gender

Female customers rated American Airlines's Customer Satisfaction score 9 points higher than Male customers.

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59 / 100

Male

	Very Satisfied	36%
	Satisfied	23%
	Neither Satisfied nor Dissatisfied	8%
	Dissatisfied	15%
	Very Dissatisfied	18%

68 / 100

Female

	Very Satisfied	39%
	Satisfied	29%
	Neither Satisfied nor Dissatisfied	9%
	Dissatisfied	6%
	Very Dissatisfied	17%

American Airlines Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

American Airlines' Customer Satisfaction (CSAT) score was rated 58% according to Caucasian users and customers.

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58 / 100

Very Satisfied	30%
Satisfied	28%
Neither Satisfied nor Dissatisfied	7%
Dissatisfied	10%
Very Dissatisfied	25%

Very Satisfied

30%

Satisfied

28%

Neither Satisfied nor Dissatisfied

Dissatisfied

10%

Very Dissatisfied

25%

CSAT according to Hispanic or Latino

American Airlines' Customer Satisfaction (CSAT) score was rated 78% according to Hispanic or Latino users and customers.

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78 / 100

Very Satisfied	56%
Satisfied	22%
Neither Satisfied nor Dissatisfied	4%
Dissatisfied	7%
Very Dissatisfied	11%

Very Satisfied

56%

Satisfied

22%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

11%

CSAT according to African American/Black

American Airlines' Customer Satisfaction (CSAT) score was rated 63% according to African American/Black users and customers.

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63 / 100

Very Satisfied	40%
Satisfied	23%
Neither Satisfied nor Dissatisfied	13%
Dissatisfied	17%
Very Dissatisfied	7%

Very Satisfied

40%

Satisfied

23%

Neither Satisfied nor Dissatisfied

13%

Dissatisfied

17%

Very Dissatisfied

CSAT according to Asian or Pacific Islander

American Airlines' Customer Satisfaction (CSAT) score was rated 70% according to Asian or Pacific Islander users and customers.

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70 / 100

Very Satisfied	30%
Satisfied	40%
Neither Satisfied nor Dissatisfied	20%
Dissatisfied	5%
Very Dissatisfied	5%

Very Satisfied

30%

Satisfied

40%

Neither Satisfied nor Dissatisfied

20%

Dissatisfied

Very Dissatisfied

CSAT according to Native American

American Airlines' Customer Satisfaction (CSAT) score was rated 100% according to Native American users and customers.

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100 / 100

Very Satisfied	100%
Satisfied	0%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

100%

Satisfied

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

CSAT according to Other

American Airlines' Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.

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67 / 100

Very Satisfied	41%
Satisfied	26%
Neither Satisfied nor Dissatisfied	7%
Dissatisfied	7%
Very Dissatisfied	19%

Very Satisfied

41%

Satisfied

26%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

19%

American Airlines Customer Satisfaction Score by Age

American Airlines's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.

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100

Breakdown

Age

Score

18-25

85%

26-30

85%

31-35

52%

36-40

54%

41-45

75%

46-50

76%

51-55

55%

56-60

75%

61-65

48%

66+

35%

American Airlines Customer Satisfaction Score by Usage

American Airlines's Customer Satisfaction score was rated the highest by customers who have used American Airlines's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	74
1 to 2 Years	79
2 to 5 Years	68
5 to 10 Years	58
Over 10 Years	60

American Airlines Customer Satisfaction Score by Industry

American Airlines's Customer Satisfaction score was rated the highest by Consumer Services industry customers, and the lowest by Energy and Manufacturing industry customers.

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{
	"title": "American Airlines Customer Satisfaction Score by Industry",
	"text": "American Airlines's Customer Satisfaction score was rated the highest by Consumer Services industry customers, and the lowest by Energy and Manufacturing industry customers.",
	"bars": [
		{
			"label": "Tech",
			"groupId": 104,
			"score": 53,
			"stars": 0,
			"csatScore": 53,
			"text": "American Airlines's Customer Satisfaction score is  rated by Tech customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 53
		},
		{
			"label": "Accounting",
			"groupId": 495,
			"score": 91,
			"stars": 0,
			"csatScore": 91,
			"text": "American Airlines's Customer Satisfaction score is  rated by Accounting customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 91
		},
		{
			"label": "Aerospace and Aviation",
			"groupId": 496,
			"score": 68,
			"stars": 0,
			"csatScore": 68,
			"text": "American Airlines's Customer Satisfaction score is  rated by Aerospace and Aviation customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 68
		},
		{
			"label": "Architecture and Planning",
			"groupId": 498,
			"score": 0,
			"stars": 0,
			"csatScore": 0,
			"text": "American Airlines's Customer Satisfaction score is  rated by Architecture and Planning customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 0
		},
		{
			"label": "Arts and Entertainment",
			"groupId": 499,
			"score": 83,
			"stars": 0,
			"csatScore": 83,
			"text": "American Airlines's Customer Satisfaction score is  rated by Arts and Entertainment customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 83
		},
		{
			"label": "Banking and Financial Services",
			"groupId": 501,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Banking and Financial Services customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Business and Consumer Services",
			"groupId": 504,
			"score": 57,
			"stars": 0,
			"csatScore": 57,
			"text": "American Airlines's Customer Satisfaction score is  rated by Business and Consumer Services customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 57
		},
		{
			"label": "Business Supplies and Equipment",
			"groupId": 505,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Business Supplies and Equipment customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Consulting",
			"groupId": 511,
			"score": 50,
			"stars": 0,
			"csatScore": 50,
			"text": "American Airlines's Customer Satisfaction score is  rated by Consulting customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 50
		},
		{
			"label": "Consumer Services",
			"groupId": 514,
			"score": 100,
			"stars": 0,
			"csatScore": 100,
			"text": "American Airlines's Customer Satisfaction score is  rated by Consumer Services customers on Comparably.",
			"scoreClassName": "max",
			"scoreLabel": 100
		},
		{
			"label": "Education",
			"groupId": 515,
			"score": 70,
			"stars": 0,
			"csatScore": 70,
			"text": "American Airlines's Customer Satisfaction score is  rated by Education customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 70
		},
		{
			"label": "Government and Public Policy",
			"groupId": 521,
			"score": 60,
			"stars": 0,
			"csatScore": 60,
			"text": "American Airlines's Customer Satisfaction score is  rated by Government and Public Policy customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 60
		},
		{
			"label": "Healthcare, Hospitals and Medicine",
			"groupId": 522,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Healthcare, Hospitals and Medicine customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Legal",
			"groupId": 529,
			"score": 34,
			"stars": 0,
			"csatScore": 34,
			"text": "American Airlines's Customer Satisfaction score is  rated by Legal customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 34
		},
		{
			"label": "Travel and Hospitality",
			"groupId": 530,
			"score": 75,
			"stars": 0,
			"csatScore": 75,
			"text": "American Airlines's Customer Satisfaction score is  rated by Travel and Hospitality customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 75
		},
		{
			"label": "Logistics and Supply Chain",
			"groupId": 531,
			"score": 100,
			"stars": 0,
			"csatScore": 100,
			"text": "American Airlines's Customer Satisfaction score is  rated by Logistics and Supply Chain customers on Comparably.",
			"scoreClassName": "max",
			"scoreLabel": 100
		},
		{
			"label": "Manufacturing and Machinery",
			"groupId": 533,
			"score": 75,
			"stars": 0,
			"csatScore": 75,
			"text": "American Airlines's Customer Satisfaction score is  rated by Manufacturing and Machinery customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 75
		},
		{
			"label": "Marketing, Advertising and Research",
			"groupId": 535,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Marketing, Advertising and Research customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Media and Entertainment",
			"groupId": 537,
			"score": 33,
			"stars": 0,
			"csatScore": 33,
			"text": "American Airlines's Customer Satisfaction score is  rated by Media and Entertainment customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 33
		},
		{
			"label": "Non-Profit",
			"groupId": 540,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Non-Profit customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Energy and Manufacturing",
			"groupId": 541,
			"score": 0,
			"stars": 0,
			"csatScore": 0,
			"text": "American Airlines's Customer Satisfaction score is  rated by Energy and Manufacturing customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 0
		},
		{
			"label": "Real Estate",
			"groupId": 554,
			"score": 50,
			"stars": 0,
			"csatScore": 50,
			"text": "American Airlines's Customer Satisfaction score is  rated by Real Estate customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 50
		},
		{
			"label": "Retail",
			"groupId": 559,
			"score": 75,
			"stars": 0,
			"csatScore": 75,
			"text": "American Airlines's Customer Satisfaction score is  rated by Retail customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 75
		},
		{
			"label": "Telecommunications",
			"groupId": 564,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Telecommunications customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"label": "Transportation",
			"groupId": 567,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Transportation customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		}
	]
}

Tech	53
Accounting	91
Aerospace and Aviation	68
Architecture and Planning	0
Arts and Entertainment	83
Banking and Financial Services	67
Business and Consumer Services	57
Business Supplies and Equipment	67
Consulting	50
Consumer Services	100
Education	70
Government and Public Policy	60
Healthcare, Hospitals and Medicine	67
Legal	34
Travel and Hospitality	75
Logistics and Supply Chain	100
Manufacturing and Machinery	75
Marketing, Advertising and Research	67
Media and Entertainment	33
Non-Profit	67
Energy and Manufacturing	0
Real Estate	50
Retail	75
Telecommunications	67
Transportation	67

American Airlines Customer Satisfaction vs. Competitors

Compared to its competitors, American Airlines's Customer Satisfaction score is rated right above United Airlines, and is preceded by Delta Air Lines.

COMPANY		Customer Satisfaction (CSAT) Score
	Air France-KLM	100%
	Southwest Airlines	81%
	Delta Air Lines	79%
	American Airlines	65%
	United Airlines	59%
	Spirit Airlines	22%

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Customer Satisfaction for Other Automotive and Transportation Brands

In the Automotive and Transportation industry, American Airlines's Customer Satisfaction score is rated right above FedEx, and is preceded by Audi.

COMPANY		Customer Satisfaction (CSAT) Score
	Porsche	86%
	Toyota	82%
	Honda	81%
	Mercedes-Benz USA	80%
	BMW Group	76%
	Tesla	74%
	Audi	74%
	American Airlines	65%
	FedEx	65%

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American Airlines Customer Service

3.4/5

American Airlines has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.

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About American Airlines's Customer Service

Address

1 Skyview Drive, Fort Worth, TX 76155

Website

http://www.aa.com

Phone Number

(800) 433-7300

American Airlines's Social Links

Quick Insights into American Airlines Customer Service

American Airlines's Customer Service score was rated highest by customers from the Consumer Services industry, and rated lowest by customers from the Real Estate industry.

Sign Up to unlock insights into how customers have ranked American Airlines' Customer Service score.

Ranked American Airlines Customer Service the Highest

Consumer Services	4.6
Native American	4.1
1 to 2 Years	3.8

Ranked American Airlines Customer Service the Lowest

5 to 10 Years	2.8
31-35	2.6
Real Estate	2.1

American Airlines Customer Service Score by Gender

Female customers rated American Airlines's Customer Service score 0.6 stars higher than Male customers.

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Male

2.9/5

Female

3.5/5

American Airlines Customer Service Score by Ethnicity

American Airlines's Customer Service score was rated the highest by Native American customers, and the lowest by Caucasian customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 2.9	Caucasian	2.9
Hispanic or Latino 3.7	Hispanic or Latino	3.7
African American/Black 3.7	African American/Black	3.7
Asian or Pacific Islander 3.2	Asian or Pacific Islander	3.2
Native American 4.1	Native American	4.1
Other 3.4	Other	3.4

American Airlines Customer Service Score by Age

American Airlines's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 31-35.

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100

Summary	Age	Customer Service Score
18-25 3.8	18-25	3.8
26-30 3.6	26-30	3.6
31-35 2.6	31-35	2.6
36-40 2.9	36-40	2.9
41-45 3.5	41-45	3.5
46-50 3.6	46-50	3.6
51-55 3	51-55	3
56-60 3.5	56-60	3.5
61-65 2.9	61-65	2.9
66+ 2.7	66+	2.7

American Airlines Customer Service Score by Usage

American Airlines's Customer Service score was rated the highest by customers who have used American Airlines's products/services for 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	3.2
1 to 2 Years	3.8
2 to 5 Years	3.4
5 to 10 Years	2.8
Over 10 Years	3.2

American Airlines Customer Service Score by Industry

American Airlines's Customer Service score was rated the highest by Consumer Services industry customers, and the lowest by Real Estate industry customers.

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Tech	2.5
Accounting	4.4
Aerospace and Aviation	3.4
Architecture and Planning	3.2
Arts and Entertainment	3.5
Banking and Financial Services	2.9
Business and Consumer Services	2.8
Business Supplies and Equipment	2.8
Consulting	3
Consumer Services	4.6
Education	3
Government and Public Policy	3.7
Healthcare, Hospitals and Medicine	3.1
Hospitality	3.9
Legal	2.6
Travel and Hospitality	3.5
Logistics and Supply Chain	4.3
Manufacturing and Machinery	3.9
Marketing, Advertising and Research	3.7
Media and Entertainment	2.9
Military and Defense	2.8
Non-Profit	3.8
Energy and Manufacturing	3.3
Professional Services	2.8
Real Estate	2.1
Retail	4.2
Telecommunications	3.5
Transportation	3.2

American Airlines Customer Service vs. Competitors

Compared to its competitors, American Airlines's Customer Service score is rated right above United Airlines, and is preceded by Air France-KLM.

COMPANY		Customer Service Score
	Southwest Airlines	4.1/5
	Delta Air Lines	4/5
	Air France-KLM	4/5
	American Airlines	3.4/5
	United Airlines	3.1/5
	Spirit Airlines	1.7/5

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Customer Service for Other Automotive and Transportation Brands

In the Automotive and Transportation industry, American Airlines's Customer Service score is rated right below FedEx.

COMPANY		Customer Service Score
	Porsche	4.3/5
	Mercedes-Benz USA	4.1/5
	Toyota	4/5
	Honda	4/5
	BMW Group	3.9/5
	Tesla	3.8/5
	Audi	3.8/5
	FedEx	3.5/5
	American Airlines	3.4/5

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American Airlines as an Employer

2.9/5

American Airlines has a 2.9/5 stars for its overall company culture rated by their employees

bottom

35%

CEO of American Airlines

Robert Isom

In the Bottom 35% of Similar Sized Companies on Comparably.

Consumer vs. Employees

American Airlines scored a 14 for Net Promoter Score and a -4 for Employee Net Promoter Score. NPS gauges how likely a customer of American Airlines would recommend the brand to a friend. ENPS measures how likely American Airlines employees would recommend working at American Airlines to a friend.

Net Promoter Score

NPS Score

49%	Promoters
16%	Passive
35%	Detractors

Employee Net Promoter Score

-4

eNPS Score

39%	Promoters
18%	Passive
43%	Detractors

Global Ranking Snapshot

American Airlines is ranked #138 in the Global Top 100 Brands. It ranks just behind Pixar Animation Studios and just ahead of Wells Fargo.

RANK			INDUSTRY
136	Yum! Brands	David Gibbs	Retail
137	Pixar Animation Studios	Jim Morris	Media and Entertainment
138	American Airlines	Robert Isom	Automotive and Transportation
139	Wells Fargo	Charles Scharf	Banking and Financial Services
140	General Motors	Mary Barra	Automotive and Transportation
141	Nestle USA	Steve Presley	Food and Beverages
142	JetBlue Airways	Robin Hayes	Automotive and Transportation

Automotive and Transportation Ranking Snapshot

American Airlines is ranked #11 in the Automotive and Transportation Industry. It ranks just behind Boeing and just ahead of General Motors.

RANK		Location
9	Ford Motor Company	Dearborn, MI
10	Boeing	Chicago, IL
11	American Airlines	Fort Worth, TX
12	General Motors	Detroit, MI
13	JetBlue Airways	Long Island City, NY
14	Sysco	Houston, TX
15	UPS	Atlanta, GA