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American Airlines is
Ranked
#11
in
Automotive and Transportation Brands
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American Airlines
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American Airlines is ranked #11 in Automotive and Transportation Brands

About American Airlines' Brand

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 3rd place for NPS while Southwest Airlines is 1st, and Delta Air Lines is 2nd. Overall, American Airlines has a negative social sentiment, when analyzing social media channels and online mentions.Their current market cap is $11.95B

Brand at a Glance

72%
Customer Loyalty
3.6/5
Product Quality
3.6/5
Pricing
3.6/5
Customer Service

American Airlines Ranking

American Airlines NPS

American Airlines's Net Promoter Score (NPS) is a 25 with 54% Promoters, 17% Passives, and 29% 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

25
NPS
54%Promoters
17%Passives
29%Detractors
American Airlines Overall NPS

American Airlines NPS Trend

-100
-50
0
50
100
Aug 2021
21
Aug 202121
Sep 2021
20
Sep 202120
Oct 2021
20
Oct 202120
Nov 2021
17
Nov 202117
Dec 2021
16
Dec 202116
Jan 2022
21
Jan 202221
Feb 2022
23
Feb 202223
Mar 2022
24
Mar 202224
Apr 2022
22
Apr 202222
May 2022
25
May 202225
Jun 2022
25
Jun 202225
Jul 2022
25
Jul 202225

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.

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American Airlines' Logo
American Airlines
Delta Air Lines' Logo
Delta Air Lines
Southwest Airlines' Logo
Southwest Airlines
United Airlines' Logo
United Airlines
Global Ranking#138#21#24#144
NPS25495812
Social Sentiment Calculated by analyzing social media and other online mentionsNegativeNegativeNegativeNegative
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 61 points higher than Male customers.

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Male

-25

American Airlines's NPS was rated -25 by Male customers on Comparably.

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30%
Promoters
15%
Passives
55%
Detractors

Female

36

American Airlines's NPS was rated 36 by Female customers on Comparably.

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61%
Promoters
14%
Passives
25%
Detractors

American Airlines NPS by Ethnicity

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

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-100
-50
0
50
100
Caucasian
-14
Caucasian-14
Hispanic or Latino
60
Hispanic or Latino60
African American/Black
39
African American/Black39
Asian or Pacific Islander
-13
Asian or Pacific Islander-13
Other
72
Other72

American Airlines NPS by Age

American Airlines's NPS was rated the highest by customers ages 56-60, and the lowest by customers ages 51-55.

Sign Up for Brand Profile PRO to get the full NPS by Ethnicity data of American Airlines.
0
20
40
60
80
100
Promoters
59%
Passives
12%
Detractors
29%
18-2559%12%29%
Promoters
29%
Passives
21%
Detractors
50%
26-3029%21%50%
Promoters
60%
Passives
10%
Detractors
30%
31-3560%10%30%
Promoters
46%
Passives
8%
Detractors
46%
36-4046%8%46%
Promoters
37%
Passives
25%
Detractors
38%
41-4537%25%38%
Promoters
54%
Passives
23%
Detractors
23%
46-5054%23%23%
Promoters
33%
Passives
9%
Detractors
58%
51-5533%9%58%
Promoters
50%
Passives
36%
Detractors
14%
56-6050%36%14%
Promoters
50%
Passives
0%
Detractors
50%
61-6550%0%50%
Promoters
57%
Passives
0%
Detractors
43%
66+57%0%43%

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.

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-100
-50
0
50
100
Less than 1 Year
9
Less than 1 Year9
1 to 2 Years
80
1 to 2 Years80
2 to 5 Years
-18
2 to 5 Years-18
5 to 10 Years
-32
5 to 10 Years-32
Over 10 Years
21
Over 10 Years21

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.

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American Airlines' Logo
VS
Southwest Airlines' Logo
Delta Air Lines' Logo
United Airlines' Logo
Spirit Airlines' Logo

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American Airlines NPS vs Companies in Automotive and Transportation

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

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American Airlines' Logo
VS
Porsche's Logo
Mercedes-Benz USA's Logo
Toyota's Logo
Audi's Logo
Honda's Logo
Tesla's Logo
BMW Group's Logo
FedEx's Logo

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American Airlines Customer Reviews

Out of the 35 American Airlines customer reviews 18 were positive and 17 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.

What can this brand most improve?
Whenever i travel i plan for delays with American. Over the years things have beecame worse due to mechanical issues and rude gate agents
Review from Dallas, TX / Male / Caucasian / 41-45Posted 14 days ago
What do you value most about this brand?
really friendly flight attendants who are nice
Review from Dallas, TX / Female / African American/Black / 31-35Posted 11 days ago
What can this brand most improve?
Customer First Approach- which they don't seem to know the defition of. Carless company, they should take notes from Southwest.
Review from Pittsburgh, PA / Female / Caucasian / 18-25Posted 12 days ago
What do you value most about this brand?
Consistent values good customer service
Review from Philadelphia, PA / Male / Caucasian / 56-60Posted 18 days ago
What do you value most about this brand?
Loyalty on time new aircraft
Review from Dallas, TX / Male / Caucasian / 46-50

American Airlines Customer Loyalty

72%

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.

72% 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?"

72
72%
28
28%
American Airlines Customer Loyalty

American Airlines Customer Loyalty Score by Gender

Female customers rated American Airlines's Customer Loyalty score 24% higher than Male customers.

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Male
57%
Yes
Female
81%
Yes

American Airlines Customer Loyalty Score by Ethnicity

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

% who answered "Yes"

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66
out of 100
Caucasian
91
out of 100
Hispanic or Latino
90
out of 100
African American/Black
55
out of 100
Asian or Pacific Islander
87
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 26-30.

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0
20%
40%
60%
80%
100%
18-25
74%
18-2574%
26-30
55%
26-3055%
31-35
64%
31-3564%
36-40
58%
36-4058%
41-45
100%
41-45100%
46-50
100%
46-50100%
51-55
70%
51-5570%
56-60
74%
56-6074%
61-65
73%
61-6573%
66+
61%
66+61%

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 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year
43%
1 to 2 Years
100%
2 to 5 Years
65%
5 to 10 Years
75%
Over 10 Years
77%

American Airlines Customer Loyalty Score by Industry

American Airlines's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Non-Profit industry customers.

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Tech
61%
Accounting
100%
Aerospace and Aviation
73%
Arts and Entertainment
78%
Banking and Financial Services
55%
Business and Consumer Services
70%
Consulting
78%
Consumer Services
100%
Education
64%
Government and Public Policy
100%
Healthcare, Hospitals and Medicine
78%
Hospitality
70%
Legal
55%
Marketing, Advertising and Research
82%
Non-Profit
40%
Retail
100%
Transportation
78%

American Airlines Customer Loyalty vs. Competitors

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

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American Airlines' Logo
VS
Southwest Airlines' Logo
Delta Air Lines' Logo
United Airlines' Logo
Spirit Airlines' Logo

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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.

COMPANYCustomer Loyalty Score
Honda89%
Mercedes-Benz USA85%
Audi84%
Porsche83%
Toyota83%
Tesla80%
BMW Group80%
FedEx75%
American Airlines72%

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American Airlines' Logo
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Honda's Logo
Mercedes-Benz USA's Logo
Audi's Logo
Porsche's Logo
Toyota's Logo
Tesla's Logo
BMW Group's Logo
FedEx's Logo

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American Airlines Product Quality

3.6/5

American Airlines has an overall Product Quality score of 3.6 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 3.6 out of 5 as rated by its users and customers. Reviewers from the Government and Public Policy industry rated American Airlines's product the highest. Reviewers from the Aerospace and Aviation industry rated American Airlines the lowest at 3.8.

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 customers from the Government and Public Policy industry, and rated lowest by customers from the Tech industry.

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Ranked American Airlines Product Quality the Highest

Government and Public Policy
4.7
56-60
4.5
1 to 2 Years
4.4

Ranked American Airlines Product Quality the Lowest

5 to 10 Years
2.8
Male
2.8
Tech
1.9

American Airlines Product Quality Score by Gender

Female customers rated American Airlines's Product Quality score 1 stars higher than Male customers.

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Male

2.8/5

Female

3.8/5

American Airlines Product Quality Score by Ethnicity

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

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0
1
2
3
4
5
Caucasian
2.9
Caucasian2.9
Hispanic or Latino
4.2
Hispanic or Latino4.2
African American/Black
4.1
African American/Black4.1
Asian or Pacific Islander
3.2
Asian or Pacific Islander3.2
Other
4.3
Other4.3

American Airlines Product Quality Score by Age

American Airlines's Product Quality score was rated the highest by customers ages 56-60, and the lowest by customers ages 51-55.

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0
1
2
3
4
5
18-25
3.6
18-253.6
26-30
3.2
26-303.2
31-35
3.3
31-353.3
36-40
3.3
36-403.3
41-45
3
41-453
46-50
3.6
46-503.6
51-55
2.9
51-552.9
56-60
4.5
56-604.5
61-65
3.6
61-653.6
66+
3.2
66+3.2

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
3.5
1 to 2 Years
4.4
2 to 5 Years
3
5 to 10 Years
2.8
Over 10 Years
3.7

American Airlines Product Quality Score by Industry

American Airlines's Product Quality score was rated the highest by Government and Public Policy industry customers, and the lowest by Tech industry customers.

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Tech
1.9
Accounting
4.1
Aerospace and Aviation
3.8
Arts and Entertainment
4.5
Banking and Financial Services
3.6
Business and Consumer Services
2.6
Consulting
3.9
Consumer Services
4.6
Education
3.2
Government and Public Policy
4.7
Healthcare, Hospitals and Medicine
3.2
Hospitality
3.8
Legal
2.7
Marketing, Advertising and Research
4.6
Non-Profit
3.8
Retail
3.8
Transportation
3

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 Delta Air Lines.

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VS
Southwest Airlines' Logo
Delta Air Lines' Logo
United Airlines' Logo
Spirit Airlines' Logo

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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.

COMPANYProduct Quality Score
Porsche4.4/5
Mercedes-Benz USA4.3/5
Honda4.3/5
Toyota4.2/5
BMW Group4.2/5
Audi4.1/5
Tesla4.1/5
FedEx3.8/5
American Airlines3.6/5

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American Airlines' Logo
VS
Porsche's Logo
Mercedes-Benz USA's Logo
Honda's Logo
Toyota's Logo
BMW Group's Logo
Audi's Logo
Tesla's Logo
FedEx's Logo

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American Airlines Pricing

American Airlines ROI & Value For Money

3.6/5

American Airlines has a value for money and ROI score of 3.6 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 Tech 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 Tech industry.

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Ranked American Airlines ROI the Highest

Consumer Services
4.6
Other
4.4
1 to 2 Years
4.2

Ranked American Airlines ROI the Lowest

Male
2.7
41-45
2.4
Tech
2

American Airlines ROI Score by Gender

Female customers rated American Airlines's ROI score 1 stars higher than Male customers.

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Male

2.7/5

Female

3.7/5

American Airlines ROI Score by Ethnicity

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

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0
1
2
3
4
5
Caucasian
2.9
Caucasian2.9
Hispanic or Latino
4.1
Hispanic or Latino4.1
African American/Black
4.1
African American/Black4.1
Asian or Pacific Islander
3.4
Asian or Pacific Islander3.4
Other
4.4
Other4.4

American Airlines ROI Score by Age

American Airlines's ROI score was rated the highest by customers ages 56-60, and the lowest by customers ages 41-45.

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0
1
2
3
4
5
18-25
3.7
18-253.7
26-30
2.8
26-302.8
31-35
3.4
31-353.4
36-40
3.2
36-403.2
41-45
2.4
41-452.4
46-50
3.6
46-503.6
51-55
2.9
51-552.9
56-60
4
56-604
61-65
3.8
61-653.8
66+
3.4
66+3.4

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 1 to 2 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year
3.6
1 to 2 Years
4.2
2 to 5 Years
3.1
5 to 10 Years
3
Over 10 Years
3.4

American Airlines ROI Score by Industry

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

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Tech
2
Accounting
4.5
Aerospace and Aviation
3.5
Arts and Entertainment
3.5
Banking and Financial Services
3.4
Business and Consumer Services
3.1
Consulting
4
Consumer Services
4.6
Education
3.4
Government and Public Policy
4.4
Healthcare, Hospitals and Medicine
3.4
Hospitality
3.3
Legal
2.7
Marketing, Advertising and Research
4.2
Non-Profit
3.3
Retail
4
Transportation
2.9

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.

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Southwest Airlines' Logo
Delta Air Lines' Logo
United Airlines' Logo
Spirit Airlines' Logo

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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.

COMPANYPricing Score
Porsche4.2/5
Mercedes-Benz USA4.1/5
Toyota4.1/5
Tesla4.1/5
Honda4/5
Audi3.9/5
BMW Group3.9/5
American Airlines3.6/5
FedEx3.6/5

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American Airlines' Logo
VS
Porsche's Logo
Mercedes-Benz USA's Logo
Toyota's Logo
Tesla's Logo
Honda's Logo
Audi's Logo
BMW Group's Logo
FedEx's Logo

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American Airlines Customer Satisfaction (CSAT)

American Airlines Customer Satisfaction (CSAT) Score

74 / 100

American Airlines has an overall Customer Satisfaction score of 74 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 Satisfied42%
Satisfied32%
Neither Satisfied nor Dissatisfied6%
Dissatisfied6%
Very Dissatisfied14%
Very Satisfied
42%
Satisfied
32%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
6%
Very Dissatisfied
14%

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 who have used American Airlines's products/services for 1 to 2 Years, and rated lowest by customers from the Tech industry.

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Ranked American Airlines Customer Satisfaction the Highest

1 to 2 Years
100%
56-60
100%
Accounting
100%

Ranked American Airlines Customer Satisfaction the Lowest

Male
54%
51-55
43%
Tech
34%

American Airlines Customer Satisfaction Score by Gender

Female customers rated American Airlines's Customer Satisfaction score 30 points higher than Male customers.

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54 / 100
Male
Very Satisfied
29%
Satisfied
25%
Neither Satisfied nor Dissatisfied
7%
Dissatisfied
14%
Very Dissatisfied
25%
84 / 100
Female
Very Satisfied
46%
Satisfied
38%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
2%
Very Dissatisfied
8%

American Airlines Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

American Airlines' Customer Satisfaction (CSAT) score was rated 60% according to Caucasian users and customers.

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60 / 100
Very Satisfied20%
Satisfied40%
Neither Satisfied nor Dissatisfied8%
Dissatisfied4%
Very Dissatisfied28%
Very Satisfied
20%
Satisfied
40%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
4%
Very Dissatisfied
28%

CSAT according to Hispanic or Latino

American Airlines' Customer Satisfaction (CSAT) score was rated 90% according to Hispanic or Latino users and customers.

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90 / 100
Very Satisfied60%
Satisfied30%
Neither Satisfied nor Dissatisfied0%
Dissatisfied10%
Very Dissatisfied0%
Very Satisfied
60%
Satisfied
30%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
10%
Very Dissatisfied
0%

CSAT according to African American/Black

American Airlines' Customer Satisfaction (CSAT) score was rated 84% according to African American/Black users and customers.

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84 / 100
Very Satisfied58%
Satisfied26%
Neither Satisfied nor Dissatisfied8%
Dissatisfied8%
Very Dissatisfied0%
Very Satisfied
58%
Satisfied
26%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
8%
Very Dissatisfied
0%

CSAT according to Asian or Pacific Islander

American Airlines' Customer Satisfaction (CSAT) score was rated 72% according to Asian or Pacific Islander users and customers.

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72 / 100
Very Satisfied29%
Satisfied43%
Neither Satisfied nor Dissatisfied14%
Dissatisfied14%
Very Dissatisfied0%
Very Satisfied
29%
Satisfied
43%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
14%
Very Dissatisfied
0%

CSAT according to Other

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

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100 / 100
Very Satisfied100%
Satisfied0%
Neither Satisfied nor Dissatisfied0%
Dissatisfied0%
Very Dissatisfied0%
Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%

American Airlines Customer Satisfaction Score by Age

American Airlines's Customer Satisfaction score was rated the highest by customers ages 56-60, and the lowest by customers ages 51-55.

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0
20
40
60
80
100
18-25 CSAT Score
78%
Very Satisfied
44%
Satisfied
34%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
0%
Very Dissatisfied
11%
18-2578%
26-30 CSAT Score
80%
Very Satisfied
30%
Satisfied
50%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
0%
26-3080%
31-35 CSAT Score
72%
Very Satisfied
29%
Satisfied
43%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
28%
31-3572%
36-40 CSAT Score
67%
Very Satisfied
42%
Satisfied
25%
Neither Satisfied nor Dissatisfied
8%
Dissatisfied
8%
Very Dissatisfied
17%
36-4067%
41-45 CSAT Score
50%
Very Satisfied
50%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
17%
Very Dissatisfied
33%
41-4550%
46-50 CSAT Score
80%
Very Satisfied
30%
Satisfied
50%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
0%
Very Dissatisfied
10%
46-5080%
51-55 CSAT Score
43%
Very Satisfied
14%
Satisfied
29%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
28%
Very Dissatisfied
29%
51-5543%
56-60 CSAT Score
100%
Very Satisfied
57%
Satisfied
43%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
56-60100%
61-65 CSAT Score
80%
Very Satisfied
60%
Satisfied
20%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
20%
Very Dissatisfied
0%
61-6580%
66+ CSAT Score
67%
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
66+67%

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
80
1 to 2 Years
100
2 to 5 Years
56
5 to 10 Years
54
Over 10 Years
78

American Airlines Customer Satisfaction Score by Industry

American Airlines's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.

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Tech
34
Accounting
100
Aerospace and Aviation
80
Arts and Entertainment
100
Banking and Financial Services
100
Business and Consumer Services
67
Consumer Services
100
Education
67
Legal
34
Non-Profit
67
Retail
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.

COMPANYCustomer Satisfaction (CSAT) Score
Southwest Airlines85%
Delta Air Lines85%
American Airlines74%
United Airlines71%
Spirit Airlines19%

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Southwest Airlines' Logo
Delta Air Lines' Logo
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Spirit Airlines' Logo

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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 Tesla.

COMPANYCustomer Satisfaction (CSAT) Score
Mercedes-Benz USA87%
Porsche87%
Toyota87%
Honda86%
Audi81%
BMW Group81%
Tesla78%
American Airlines74%
FedEx74%

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Porsche's Logo
Toyota's Logo
Honda's Logo
Audi's Logo
BMW Group's Logo
Tesla's Logo
FedEx's Logo

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American Airlines Customer Service

3.6/5

American Airlines has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.

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About American Airlines's Customer Service

Address

4333 Amon Carter Boulevard, Fort Worth, TX 76155


Website

http://www.aa.com


Phone Number

(800) 433-7300

Quick Insights into American Airlines Customer Service

American Airlines's Customer Service score was rated highest by customers who have used American Airlines's products/services for 1 to 2 Years, and rated lowest by customers from the Tech industry.

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Ranked American Airlines Customer Service the Highest

1 to 2 Years
4.7
Government and Public Policy
4.7
African American/Black
4.3

Ranked American Airlines Customer Service the Lowest

5 to 10 Years
2.7
51-55
2.6
Tech
1.9

American Airlines Customer Service Score by Gender

Female customers rated American Airlines's Customer Service score 1 stars higher than Male customers.

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Male

2.8/5

Female

3.8/5

American Airlines Customer Service Score by Ethnicity

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

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0
20
40
60
80
100
Caucasian
3
Caucasian3
Hispanic or Latino
4.1
Hispanic or Latino4.1
African American/Black
4.3
African American/Black4.3
Asian or Pacific Islander
3.3
Asian or Pacific Islander3.3
Other
4.3
Other4.3

American Airlines Customer Service Score by Age

American Airlines's Customer Service score was rated the highest by customers ages 56-60, and the lowest by customers ages 51-55.

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0
20
40
60
80
100
18-25
3.6
18-253.6
26-30
3.3
26-303.3
31-35
3.4
31-353.4
36-40
3.2
36-403.2
41-45
2.6
41-452.6
46-50
3.7
46-503.7
51-55
2.6
51-552.6
56-60
4.2
56-604.2
61-65
4
61-654
66+
3.1
66+3.1

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
3.3
1 to 2 Years
4.7
2 to 5 Years
3.1
5 to 10 Years
2.7
Over 10 Years
3.6

American Airlines Customer Service Score by Industry

American Airlines's Customer Service score was rated the highest by Government and Public Policy industry customers, and the lowest by Tech industry customers.

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Tech
1.9
Accounting
4.6
Aerospace and Aviation
3.8
Arts and Entertainment
3.5
Banking and Financial Services
3.5
Business and Consumer Services
3.5
Consulting
3.9
Consumer Services
4.6
Education
3
Government and Public Policy
4.7
Healthcare, Hospitals and Medicine
3.1
Hospitality
3.3
Legal
2.6
Marketing, Advertising and Research
4.1
Non-Profit
3.8
Retail
4
Transportation
2.9

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 Delta Air Lines.

COMPANYCustomer Service Score
Southwest Airlines4.3/5
Delta Air Lines4.2/5
American Airlines3.6/5
United Airlines3.4/5
Spirit Airlines1.8/5

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Southwest Airlines' Logo
Delta Air Lines' Logo
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Spirit Airlines' Logo

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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.

COMPANYCustomer Service Score
Porsche4.4/5
Mercedes-Benz USA4.3/5
Toyota4.1/5
BMW Group4.1/5
Tesla4/5
Honda4/5
Audi4/5
FedEx3.7/5
American Airlines3.6/5

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American Airlines' Logo
VS
Porsche's Logo
Mercedes-Benz USA's Logo
Toyota's Logo
BMW Group's Logo
Tesla's Logo
Honda's Logo
Audi's Logo
FedEx's Logo

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American Airlines as an Employer

2.8/5

American Airlines has a 2.8/5 stars for its overall company culture rated by their employees

  American Airlines CEO
bottom
45%
CEO of American Airlines

In the Bottom 45% of Similar Sized Companies on Comparably.

Consumer vs. Employees

American Airlines scored a 25 for Net Promoter Score and a -3 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

25
NPS Score
54%Promoters
17%Passive
29%Detractors

Employee Net Promoter Score

-3
eNPS Score
40%Promoters
17%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.

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

RANKCOMPANYLocation
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