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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

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

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

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

NPS

54%	Promoters
17%	Passives
29%	Detractors

American Airlines NPS Trend

-100

-50

100

Summary	Date	Score
Aug 2021 21	Aug 2021	21
Sep 2021 20	Sep 2021	20
Oct 2021 20	Oct 2021	20
Nov 2021 17	Nov 2021	17
Dec 2021 16	Dec 2021	16
Jan 2022 21	Jan 2022	21
Feb 2022 23	Feb 2022	23
Mar 2022 24	Mar 2022	24
Apr 2022 22	Apr 2022	22
May 2022 25	May 2022	25
Jun 2022 25	Jun 2022	25
Jul 2022 25	Jul 2022	25

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	Delta Air Lines	Southwest Airlines	United Airlines
Global Ranking	#138	#21	#24	#144
NPS	25	49	58	12
Social Sentiment Calculated by analyzing social media and other online mentions	Negative	Negative	Negative	Negative
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

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

100

Summary	Ethnicity	Score
Caucasian -14	Caucasian	-14
Hispanic or Latino 60	Hispanic or Latino	60
African American/Black 39	African American/Black	39
Asian or Pacific Islander -13	Asian or Pacific Islander	-13
Other 72	Other	72

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.

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100

Summary

Age

Promoters

Passives

Detractors

18-25

59%

12%

29%

26-30

29%

21%

50%

31-35

60%

10%

30%

36-40

46%

41-45

37%

25%

38%

46-50

54%

23%

51-55

33%

58%

56-60

50%

36%

14%

61-65

50%

66+

57%

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

100

Summary	Usage	Score
Less than 1 Year 9	Less than 1 Year	9
1 to 2 Years 80	1 to 2 Years	80
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 Years	21

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
	Southwest Airlines	58
	Delta Air Lines	49
	American Airlines	25
	United Airlines	12
	Spirit Airlines	-49

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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.

COMPANY		NPS Score
	Porsche	63
	Mercedes-Benz USA	53
	Toyota	48
	Audi	43
	Honda	41
	Tesla	39
	BMW Group	37
	FedEx	28
	American Airlines	25

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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.

All Reviews

Positive Reviews

Constructive Reviews

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?"

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72%

28%

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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out of 100

Caucasian

out of 100

Hispanic or Latino

out of 100

African American/Black

out of 100

Asian or Pacific Islander

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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20%

40%

60%

80%

100%

Summary	Age	Score
18-25 74%	18-25	74%
26-30 55%	26-30	55%
31-35 64%	31-35	64%
36-40 58%	36-40	58%
41-45 100%	41-45	100%
46-50 100%	46-50	100%
51-55 70%	51-55	70%
56-60 74%	56-60	74%
61-65 73%	61-65	73%
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.

COMPANY		Customer Loyalty Score
	Southwest Airlines	86%
	Delta Air Lines	85%
	American Airlines	72%
	United Airlines	72%
	Spirit Airlines	52%

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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	89%
	Mercedes-Benz USA	85%
	Audi	84%
	Porsche	83%
	Toyota	83%
	Tesla	80%
	BMW Group	80%
	FedEx	75%
	American Airlines	72%

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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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Summary	Ethnicity	Score
Caucasian 2.9	Caucasian	2.9
Hispanic or Latino 4.2	Hispanic or Latino	4.2
African American/Black 4.1	African American/Black	4.1
Asian or Pacific Islander 3.2	Asian or Pacific Islander	3.2
Other 4.3	Other	4.3

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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Summary	Age	Score
18-25 3.6	18-25	3.6
26-30 3.2	26-30	3.2
31-35 3.3	31-35	3.3
36-40 3.3	36-40	3.3
41-45 3	41-45	3
46-50 3.6	46-50	3.6
51-55 2.9	51-55	2.9
56-60 4.5	56-60	4.5
61-65 3.6	61-65	3.6
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.

COMPANY		Product Quality Score
	Southwest Airlines	4.3/5
	Delta Air Lines	4.3/5
	American Airlines	3.6/5
	United Airlines	3.5/5
	Spirit Airlines	1.9/5

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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	4.3/5
	Honda	4.3/5
	Toyota	4.2/5
	BMW Group	4.2/5
	Audi	4.1/5
	Tesla	4.1/5
	FedEx	3.8/5
	American Airlines	3.6/5

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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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Summary	Ethnicity	Score
Caucasian 2.9	Caucasian	2.9
Hispanic or Latino 4.1	Hispanic or Latino	4.1
African American/Black 4.1	African American/Black	4.1
Asian or Pacific Islander 3.4	Asian or Pacific Islander	3.4
Other 4.4	Other	4.4

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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Summary	Age	Score
18-25 3.7	18-25	3.7
26-30 2.8	26-30	2.8
31-35 3.4	31-35	3.4
36-40 3.2	36-40	3.2
41-45 2.4	41-45	2.4
46-50 3.6	46-50	3.6
51-55 2.9	51-55	2.9
56-60 4	56-60	4
61-65 3.8	61-65	3.8
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.

COMPANY		Pricing Score
	Southwest Airlines	4.2/5
	Delta Air Lines	4/5
	American Airlines	3.6/5
	United Airlines	3.3/5
	Spirit Airlines	2.1/5

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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	4.2/5
	Mercedes-Benz USA	4.1/5
	Toyota	4.1/5
	Tesla	4.1/5
	Honda	4/5
	Audi	3.9/5
	BMW Group	3.9/5
	American Airlines	3.6/5
	FedEx	3.6/5

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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.

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Very Satisfied	42%
Satisfied	32%
Neither Satisfied nor Dissatisfied	6%
Dissatisfied	6%
Very Dissatisfied	14%

Very Satisfied

42%

Satisfied

32%

Neither Satisfied nor Dissatisfied

Dissatisfied

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 Satisfied	20%
Satisfied	40%
Neither Satisfied nor Dissatisfied	8%
Dissatisfied	4%
Very Dissatisfied	28%

Very Satisfied

20%

Satisfied

40%

Neither Satisfied nor Dissatisfied

Dissatisfied

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 Satisfied	60%
Satisfied	30%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	10%
Very Dissatisfied	0%

Very Satisfied

60%

Satisfied

30%

Neither Satisfied nor Dissatisfied

Dissatisfied

10%

Very Dissatisfied

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 Satisfied	58%
Satisfied	26%
Neither Satisfied nor Dissatisfied	8%
Dissatisfied	8%
Very Dissatisfied	0%

Very Satisfied

58%

Satisfied

26%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

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 Satisfied	29%
Satisfied	43%
Neither Satisfied nor Dissatisfied	14%
Dissatisfied	14%
Very Dissatisfied	0%

Very Satisfied

29%

Satisfied

43%

Neither Satisfied nor Dissatisfied

14%

Dissatisfied

14%

Very Dissatisfied

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 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

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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100

Breakdown

Age

Score

18-25

78%

26-30

80%

31-35

72%

36-40

67%

41-45

50%

46-50

80%

51-55

43%

56-60

100%

61-65

80%

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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{
	"title": "American Airlines Customer Satisfaction Score by Industry",
	"text": "American Airlines's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.",
	"bars": [
		{
			"label": "Tech",
			"groupId": 104,
			"score": 34,
			"stars": 0,
			"csatScore": 34,
			"text": "American Airlines's Customer Satisfaction score is  rated by Tech customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 34
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		{
			"label": "Accounting",
			"groupId": 495,
			"score": 100,
			"stars": 0,
			"csatScore": 100,
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			"scoreClassName": "max",
			"scoreLabel": 100
		},
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			"label": "Aerospace and Aviation",
			"groupId": 496,
			"score": 80,
			"stars": 0,
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			"scoreClassName": "",
			"scoreLabel": 80
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			"label": "Arts and Entertainment",
			"groupId": 499,
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			"stars": 0,
			"csatScore": 100,
			"text": "American Airlines's Customer Satisfaction score is  rated by Arts and Entertainment customers on Comparably.",
			"scoreClassName": "max",
			"scoreLabel": 100
		},
		{
			"label": "Banking and Financial Services",
			"groupId": 501,
			"score": 100,
			"stars": 0,
			"csatScore": 100,
			"text": "American Airlines's Customer Satisfaction score is  rated by Banking and Financial Services customers on Comparably.",
			"scoreClassName": "max",
			"scoreLabel": 100
		},
		{
			"label": "Business and Consumer Services",
			"groupId": 504,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Business and Consumer Services customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		},
		{
			"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": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Education 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": "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": "Retail",
			"groupId": 559,
			"score": 67,
			"stars": 0,
			"csatScore": 67,
			"text": "American Airlines's Customer Satisfaction score is  rated by Retail customers on Comparably.",
			"scoreClassName": "",
			"scoreLabel": 67
		}
	]
}

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.

COMPANY		Customer Satisfaction (CSAT) Score
	Southwest Airlines	85%
	Delta Air Lines	85%
	American Airlines	74%
	United Airlines	71%
	Spirit Airlines	19%

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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.

COMPANY		Customer Satisfaction (CSAT) Score
	Mercedes-Benz USA	87%
	Porsche	87%
	Toyota	87%
	Honda	86%
	Audi	81%
	BMW Group	81%
	Tesla	78%
	American Airlines	74%
	FedEx	74%

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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

American Airlines's Social Links

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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100

Summary	Ethnicity	Customer Service Score
Caucasian 3	Caucasian	3
Hispanic or Latino 4.1	Hispanic or Latino	4.1
African American/Black 4.3	African American/Black	4.3
Asian or Pacific Islander 3.3	Asian or Pacific Islander	3.3
Other 4.3	Other	4.3

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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100

Summary	Age	Customer Service Score
18-25 3.6	18-25	3.6
26-30 3.3	26-30	3.3
31-35 3.4	31-35	3.4
36-40 3.2	36-40	3.2
41-45 2.6	41-45	2.6
46-50 3.7	46-50	3.7
51-55 2.6	51-55	2.6
56-60 4.2	56-60	4.2
61-65 4	61-65	4
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.

COMPANY		Customer Service Score
	Southwest Airlines	4.3/5
	Delta Air Lines	4.2/5
	American Airlines	3.6/5
	United Airlines	3.4/5
	Spirit Airlines	1.8/5

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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	4.4/5
	Mercedes-Benz USA	4.3/5
	Toyota	4.1/5
	BMW Group	4.1/5
	Tesla	4/5
	Honda	4/5
	Audi	4/5
	FedEx	3.7/5
	American Airlines	3.6/5

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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

bottom

45%

CEO of American Airlines

Doug Parker

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

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.

RANK			INDUSTRY
136	Yum! Brands	David Gibbs	Retail
137	Pixar Animation Studios	Jim Morris	Media and Entertainment
138	American Airlines	Doug Parker	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