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NPS
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Etihad Airways
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About Etihad Airways' Brand
Etihad Airways is the national airline of the United Arab Emirates. Among its major competitors, Etihad Airways is ranked in 5th place for NPS while Air Partner is 1st, and Emirates is 2nd.
Brand at a Glance
77%
Customer Loyalty
3.9/5
Product Quality
3.8/5
Pricing
3.8/5
Customer Service
Etihad Airways Ranking
- #3 / 4 of its competitors
Etihad Airways NPS
Etihad Airways's Net Promoter Score (NPS) is a 29 with 58% Promoters, 13% Passives, and 29% Detractors. Net Promoter Score tracks whether Etihad Airways's customers would recommend using the product based on a scale of -100 to 100.
Etihad Airways Overall NPS
| 58% | Promoters |
|---|---|
| 13% | Passives |
| 29% | Detractors |
Etihad Airways NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2024 29 | Dec 2024 | 29 |
Jan 2025 28 | Jan 2025 | 28 |
Feb 2025 27 | Feb 2025 | 27 |
Mar 2025 28 | Mar 2025 | 28 |
Apr 2025 28 | Apr 2025 | 28 |
May 2025 26 | May 2025 | 26 |
Jun 2025 26 | Jun 2025 | 26 |
Aug 2025 26 | Aug 2025 | 26 |
Sep 2025 26 | Sep 2025 | 26 |
Oct 2025 28 | Oct 2025 | 28 |
Nov 2025 28 | Nov 2025 | 28 |
Jan 2026 30 | Jan 2026 | 30 |
How Other Brands Compare
Etihad Airways is ranked third for NPS among its competitors. Delta Air Lines and Qatar Airways come in first and second, with United Airlines coming in at #4.
Etihad Airways |  Delta Air Lines |  United Airlines |  Qatar Airways | |
| Global Ranking | #- | #21 | #144 | #961 |
| NPS | 29 | 43 | 5 | 38 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | - |
| Valuation Updated every 24 hours for public companies | - | $31.16B | $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.
Etihad Airways NPS by Gender
Male customers rated Etihad Airways's NPS 3 points higher than Female customers.
Male
26
Etihad Airways's NPS was rated 26 by Male customers on Comparably.
59%
Promoters
8%
Passives
33%
Detractors
Female
23
Etihad Airways's NPS was rated 23 by Female customers on Comparably.
54%
Promoters
15%
Passives
31%
Detractors
Etihad Airways NPS by Ethnicity
Etihad Airways's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -8 | Caucasian | -8 |
African American/Black 46 | African American/Black | 46 |
Asian or Pacific Islander 28 | Asian or Pacific Islander | 28 |
Other 40 | Other | 40 |
Etihad Airways NPS by Age
Etihad Airways's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
Etihad Airways NPS by Usage
Etihad Airways's NPS was rated the highest by customers who have used Etihad Airways's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 15 | Less than 1 Year | 15 |
1 to 2 Years 17 | 1 to 2 Years | 17 |
2 to 5 Years 50 | 2 to 5 Years | 50 |
5 to 10 Years 6 | 5 to 10 Years | 6 |
Over 10 Years 44 | Over 10 Years | 44 |
Etihad Airways NPS vs. Competitors
Compared to its competitors, Etihad Airways's NPS is rated right above Lufthansa, and is preceded by Qatar Airways.
| COMPANY | NPS Score | |
|---|---|---|
 | Air Partner | 100 |
 | Emirates | 61 |
| Delta Air Lines | 43 |
| Qatar Airways | 38 |
| Etihad Airways | 29 |
 | Lufthansa | 13 |
| United Airlines | 5 |
 | Jet Airways | 0 |
 | Spirit Airlines | -54 |
Etihad Airways Customer Reviews
Out of the 17 Etihad Airways customer reviews 15 were positive and 2 were constructive. Etihad Airways 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
Etihad Airways Customer Loyalty
77%
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.
77% of Etihad Airways users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Etihad Airways Customer Loyalty Score by Gender
Male customers rated Etihad Airways's Customer Loyalty score 9% higher than Female customers.
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Male
83%
Yes
Female
74%
Yes
Etihad Airways Customer Loyalty Score by Ethnicity
Etihad Airways's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Etihad Airways.
70
out of 100
Caucasian
84
out of 100
African American/Black
84
out of 100
Asian or Pacific Islander
73
out of 100
Other
Etihad Airways Customer Loyalty Score by Age
Etihad Airways's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 82% | 18-25 | 82% |
26-30 94% | 26-30 | 94% |
31-35 91% | 31-35 | 91% |
36-40 66% | 36-40 | 66% |
41-45 70% | 41-45 | 70% |
46-50 59% | 46-50 | 59% |
51-55 74% | 51-55 | 74% |
Etihad Airways Customer Loyalty Score by Usage
Etihad Airways's Customer Loyalty score was rated the highest by customers who have used Etihad Airways's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Etihad Airways Customer Loyalty Score by Industry
Etihad Airways's Customer Loyalty score was rated the highest by Arts and Entertainment industry customers, and the lowest by Accounting industry customers.
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Etihad Airways Customer Loyalty vs. Competitors
Compared to its competitors, Etihad Airways's Customer Loyalty score is rated right above Emirates, and is preceded by Qatar Airways.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Delta Air Lines | 83% |
| Qatar Airways | 83% |
| Etihad Airways | 77% |
| Emirates | 74% |
| Jet Airways | 74% |
| United Airlines | 72% |
| Lufthansa | 71% |
| Air Partner | 68% |
| Spirit Airlines | 49% |
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Etihad Airways Product Quality
3.9/5
Etihad Airways has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.
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Etihad Airways Product Information
Etihad Airways’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Arts and Entertainment industry rated Etihad Airways's product the highest. Reviewers from the Banking and Financial Services industry rated Etihad Airways the lowest at 2.7.
- Website
- http://www.etihad.com/en-us/
- Company Size
- 10,000+ Employees
Industry
Tech
Travel
Quick Insights into Etihad Airways Product Quality
Etihad Airways's Product Quality score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Etihad Airways Product Quality the Highest
Ranked Etihad Airways Product Quality the Lowest
Etihad Airways Product Quality Score by Gender
Male customers rated Etihad Airways's Product Quality score 0.2 stars higher than Female customers.
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Male
3.8/5
Female
3.6/5
Etihad Airways Product Quality Score by Ethnicity
Etihad Airways's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
African American/Black 4.6 | African American/Black | 4.6 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Other 3.7 | Other | 3.7 |
Etihad Airways Product Quality Score by Age
Etihad Airways's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 36-40.
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| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 4.6 | 26-30 | 4.6 |
31-35 4.1 | 31-35 | 4.1 |
36-40 2.2 | 36-40 | 2.2 |
41-45 3.5 | 41-45 | 3.5 |
46-50 2.9 | 46-50 | 2.9 |
51-55 2.7 | 51-55 | 2.7 |
Etihad Airways Product Quality Score by Usage
Etihad Airways's Product Quality score was rated the highest by customers who have used Etihad Airways's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Etihad Airways Product Quality Score by Industry
Etihad Airways's Product Quality score was rated the highest by Arts and Entertainment industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Etihad Airways Product Quality vs. Competitors
Compared to its competitors, Etihad Airways's Product Quality score is rated right above Jet Airways, and is preceded by Qatar Airways.
| COMPANY | Product Quality Score | |
|---|---|---|
| Air Partner | 4.1/5 |
| Emirates | 4.1/5 |
| Delta Air Lines | 4.1/5 |
| Qatar Airways | 4/5 |
| Etihad Airways | 3.9/5 |
| Jet Airways | 3.8/5 |
| Lufthansa | 3.5/5 |
| United Airlines | 3.2/5 |
| Spirit Airlines | 1.7/5 |
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Etihad Airways Pricing
Etihad Airways ROI & Value For Money
3.8/5
Etihad Airways has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Etihad Airways 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 Arts and Entertainment industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from Etihad Airways.
Quick Insights into Etihad Airways ROI
Etihad Airways's ROI score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Etihad Airways ROI the Highest
Ranked Etihad Airways ROI the Lowest
Etihad Airways ROI Score by Gender
Male customers rated Etihad Airways's ROI score 0.3 stars higher than Female customers.
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Male
3.8/5
Female
3.5/5
Etihad Airways ROI Score by Ethnicity
Etihad Airways's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
African American/Black 4.3 | African American/Black | 4.3 |
Asian or Pacific Islander 3.6 | Asian or Pacific Islander | 3.6 |
Other 3.8 | Other | 3.8 |
Etihad Airways ROI Score by Age
Etihad Airways's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 36-40.
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| Summary | Age | Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 4.6 | 26-30 | 4.6 |
31-35 3.5 | 31-35 | 3.5 |
36-40 2.3 | 36-40 | 2.3 |
41-45 3.5 | 41-45 | 3.5 |
46-50 2.7 | 46-50 | 2.7 |
51-55 2.9 | 51-55 | 2.9 |
Etihad Airways ROI Score by Usage
Etihad Airways's ROI score was rated the highest by customers who have used Etihad Airways's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Etihad Airways ROI Score by Industry
Etihad Airways's ROI score was rated the highest by Arts and Entertainment industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Etihad Airways Pricing vs. Competitors
Compared to its competitors, Etihad Airways's ROI score is rated right above Jet Airways, and is preceded by Qatar Airways.
| COMPANY | Pricing Score | |
|---|---|---|
| Air Partner | 4.1/5 |
| Emirates | 4/5 |
| Delta Air Lines | 3.9/5 |
| Qatar Airways | 3.9/5 |
| Etihad Airways | 3.8/5 |
| Jet Airways | 3.7/5 |
| Lufthansa | 3.4/5 |
| United Airlines | 3.1/5 |
| Spirit Airlines | 1.9/5 |
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Etihad Airways Customer Satisfaction (CSAT)
Etihad Airways Customer Satisfaction (CSAT) Score
78 / 100
Etihad Airways has an overall Customer Satisfaction score of 78 rated by its users and customers.
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Very Satisfied
54%
Satisfied
24%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
5%
Very Dissatisfied
8%
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 Etihad Airways Customer Satisfaction
Etihad Airways's Customer Satisfaction score was rated highest by customers ages 26-30, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Etihad Airways Customer Satisfaction the Highest
Ranked Etihad Airways Customer Satisfaction the Lowest
Etihad Airways Customer Satisfaction Score by Gender
Male customers rated Etihad Airways's Customer Satisfaction score 8 points higher than Female customers.
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77 / 100
MaleVery Satisfied | 57% | |
|---|---|---|
Satisfied | 20% | |
Neither Satisfied nor Dissatisfied | 4% | |
Dissatisfied | 2% | |
Very Dissatisfied | 17% |
69 / 100
FemaleVery Satisfied | 45% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 12% | |
Dissatisfied | 6% | |
Very Dissatisfied | 13% |
Etihad Airways Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Etihad Airways' Customer Satisfaction (CSAT) score was rated 45% according to Caucasian users and customers.
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45 / 100
Very Satisfied
27%
Satisfied
18%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
0%
Very Dissatisfied
37%
CSAT according to African American/Black
Etihad Airways' Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.
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100 / 100
Very Satisfied
60%
Satisfied
40%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Etihad Airways' Customer Satisfaction (CSAT) score was rated 76% according to Asian or Pacific Islander users and customers.
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76 / 100
Very Satisfied
58%
Satisfied
18%
Neither Satisfied nor Dissatisfied
5%
Dissatisfied
5%
Very Dissatisfied
14%
CSAT according to Other
Etihad Airways' Customer Satisfaction (CSAT) score was rated 78% according to Other users and customers.
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78 / 100
Very Satisfied
56%
Satisfied
22%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
5%
Very Dissatisfied
11%
Etihad Airways Customer Satisfaction Score by Age
Etihad Airways's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 96% | |||||||||||||||
| 26-30 | 100% | |||||||||||||||
| 31-35 | 89% | |||||||||||||||
| 36-40 | 50% | |||||||||||||||
| 41-45 | 67% | |||||||||||||||
| 46-50 | 30% | |||||||||||||||
| 51-55 | 43% |
Etihad Airways Customer Satisfaction Score by Usage
Etihad Airways's Customer Satisfaction score was rated the highest by customers who have used Etihad Airways's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Etihad Airways Customer Satisfaction Score by Industry
Etihad Airways's Customer Satisfaction score was rated the highest by Consumer Services industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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{
"title": "Etihad Airways Customer Satisfaction Score by Industry",
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"bars": [
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"label": "Tech",
"groupId": 104,
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"label": "Accounting",
"groupId": 495,
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}Etihad Airways Customer Satisfaction vs. Competitors
Compared to its competitors, Etihad Airways's Customer Satisfaction score is rated right above Lufthansa, and is preceded by Qatar Airways.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Air Partner | 100% |
| Emirates | 90% |
| Jet Airways | 89% |
| Delta Air Lines | 79% |
| Qatar Airways | 78% |
| Etihad Airways | 78% |
| Lufthansa | 71% |
| United Airlines | 59% |
| Spirit Airlines | 22% |
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Etihad Airways Customer Service
3.8/5
Etihad Airways has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Etihad Airways's Customer Service
Address
Arizona City, AZ United Arab Emirates
Website
http://www.etihad.com/en-us/
Phone Number
+971 2 599 0000
Quick Insights into Etihad Airways Customer Service
Etihad Airways's Customer Service score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Etihad Airways Customer Service the Highest
Ranked Etihad Airways Customer Service the Lowest
Etihad Airways Customer Service Score by Gender
Male customers rated Etihad Airways's Customer Service score 0.1 stars higher than Female customers.
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Male
3.7/5
Female
3.6/5
Etihad Airways Customer Service Score by Ethnicity
Etihad Airways's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
African American/Black 4.3 | African American/Black | 4.3 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.7 | Other | 3.7 |
Etihad Airways Customer Service Score by Age
Etihad Airways's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 51-55.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.7 | 18-25 | 4.7 |
26-30 4.7 | 26-30 | 4.7 |
31-35 3.5 | 31-35 | 3.5 |
36-40 2.3 | 36-40 | 2.3 |
41-45 3.6 | 41-45 | 3.6 |
46-50 2.4 | 46-50 | 2.4 |
51-55 2.3 | 51-55 | 2.3 |
Etihad Airways Customer Service Score by Usage
Etihad Airways's Customer Service score was rated the highest by customers who have used Etihad Airways's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.
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Etihad Airways Customer Service Score by Industry
Etihad Airways's Customer Service score was rated the highest by Arts and Entertainment industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Etihad Airways Customer Service vs. Competitors
Compared to its competitors, Etihad Airways's Customer Service score is rated right above Jet Airways, and is preceded by Qatar Airways.
| COMPANY | Customer Service Score | |
|---|---|---|
| Emirates | 4.2/5 |
| Air Partner | 4.1/5 |
| Delta Air Lines | 4/5 |
| Qatar Airways | 3.9/5 |
| Etihad Airways | 3.8/5 |
| Jet Airways | 3.8/5 |
| Lufthansa | 3.3/5 |
| United Airlines | 3.1/5 |
| Spirit Airlines | 1.7/5 |
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Etihad Airways as an Employer
3.9/5
Etihad Airways has a 3.9/5 stars for its overall company culture rated by their employees
top
20%
Consumer vs. Employees
Etihad Airways scored a 29 for Net Promoter Score and a 17 for Employee Net Promoter Score. NPS gauges how likely a customer of Etihad Airways would recommend the brand to a friend. ENPS measures how likely Etihad Airways employees would recommend working at Etihad Airways to a friend.
Net Promoter Score
29
NPS Score
| 58% | Promoters |
|---|---|
| 13% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
17
eNPS Score
| 52% | Promoters |
|---|---|
| 13% | Passive |
| 35% | Detractors |
