Etihad Airways NPS & Customer Reviews

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Etihad Airways

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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

NPS

58%	Promoters
13%	Passives
29%	Detractors

Etihad Airways NPS Trend

-100

-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	4	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

Etihad Airways's NPS was rated 26 by Male customers on Comparably.

59%

Promoters

Passives

33%

Detractors

Female

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

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.

100

Summary

Age

Promoters

Passives

Detractors

18-25

76%

16%

26-30

71%

15%

14%

31-35

50%

10%

40%

36-40

37%

63%

41-45

50%

33%

17%

46-50

36%

64%

51-55

43%

57%

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

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	4
	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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77%

23%

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"

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out of 100

Caucasian

out of 100

African American/Black

out of 100

Asian or Pacific Islander

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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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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Less than 1 Year	72%
1 to 2 Years	75%
2 to 5 Years	94%
5 to 10 Years	79%
Over 10 Years	83%

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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Tech	89%
Accounting	49%
Aerospace and Aviation	93%
Architecture and Planning	70%
Arts and Entertainment	100%
Banking and Financial Services	78%
Consumer Services	100%
Healthcare, Hospitals and Medicine	55%
Hospitality	100%
Travel and Hospitality	100%

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

Arts and Entertainment	5
18-25	4.6
African American/Black	4.6

Ranked Etihad Airways Product Quality the Lowest

5 to 10 Years	3.1
36-40	2.2
Healthcare, Hospitals and Medicine	1.9

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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Less than 1 Year	4.1
1 to 2 Years	3.7
2 to 5 Years	4.2
5 to 10 Years	3.1
Over 10 Years	3.7

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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Tech	3.3
Accounting	3.5
Aerospace and Aviation	4.4
Architecture and Planning	2.5
Arts and Entertainment	5
Banking and Financial Services	2.7
Consumer Services	4.6
Healthcare, Hospitals and Medicine	1.9
Hospitality	5
Travel and Hospitality	4.6

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

Arts and Entertainment	5
26-30	4.6
African American/Black	4.3

Ranked Etihad Airways ROI the Lowest

5 to 10 Years	3.3
36-40	2.3
Healthcare, Hospitals and Medicine	2.2

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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Less than 1 Year	3.8
1 to 2 Years	3.8
2 to 5 Years	4
5 to 10 Years	3.3
Over 10 Years	3.4

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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Tech	3.3
Accounting	3.4
Aerospace and Aviation	4.1
Architecture and Planning	4
Arts and Entertainment	5
Banking and Financial Services	3.2
Consumer Services	4.8
Healthcare, Hospitals and Medicine	2.2
Hospitality	4.9
Travel and Hospitality	4.5

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%

Very Satisfied

54%

Satisfied

24%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

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

26-30	100%
African American/Black	100%
Consumer Services	100%

Ranked Etihad Airways Customer Satisfaction the Lowest

Caucasian	46%
46-50	30%
Healthcare, Hospitals and Medicine	25%

Etihad Airways Customer Satisfaction Score by Gender

Male customers rated Etihad Airways's Customer Satisfaction score 7 points higher than Female customers.

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77 / 100

Male

	Very Satisfied	57%
	Satisfied	20%
	Neither Satisfied nor Dissatisfied	4%
	Dissatisfied	2%
	Very Dissatisfied	17%

70 / 100

Female

	Very Satisfied	46%
	Satisfied	24%
	Neither Satisfied nor Dissatisfied	12%
	Dissatisfied	6%
	Very Dissatisfied	12%

Etihad Airways Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

Etihad Airways' Customer Satisfaction (CSAT) score was rated 46% according to Caucasian users and customers.

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46 / 100

Very Satisfied	28%
Satisfied	18%
Neither Satisfied nor Dissatisfied	18%
Dissatisfied	0%
Very Dissatisfied	36%

Very Satisfied

28%

Satisfied

18%

Neither Satisfied nor Dissatisfied

18%

Dissatisfied

Very Dissatisfied

36%

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%

Very Satisfied

60%

Satisfied

40%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

CSAT according to Asian or Pacific Islander

Etihad Airways' Customer Satisfaction (CSAT) score was rated 77% according to Asian or Pacific Islander users and customers.

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77 / 100

Very Satisfied	59%
Satisfied	18%
Neither Satisfied nor Dissatisfied	5%
Dissatisfied	5%
Very Dissatisfied	13%

Very Satisfied

59%

Satisfied

18%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

13%

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%

Very Satisfied

56%

Satisfied

22%

Neither Satisfied nor Dissatisfied

Dissatisfied

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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100

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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Less than 1 Year	78
1 to 2 Years	75
2 to 5 Years	93
5 to 10 Years	53
Over 10 Years	73

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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			"score": 33,
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Tech	76
Accounting	72
Aerospace and Aviation	78
Architecture and Planning	67
Banking and Financial Services	33
Consumer Services	100
Healthcare, Hospitals and Medicine	25
Hospitality	100
Travel and Hospitality	100

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

Arts and Entertainment	5
18-25	4.7
2 to 5 Years	4.3

Ranked Etihad Airways Customer Service the Lowest

5 to 10 Years	3
51-55	2.3
Healthcare, Hospitals and Medicine	1.7

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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100

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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100

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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Less than 1 Year	3.8
1 to 2 Years	3.5
2 to 5 Years	4.3
5 to 10 Years	3
Over 10 Years	3.7

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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Tech	3.3
Accounting	3.2
Aerospace and Aviation	4.1
Architecture and Planning	3.1
Arts and Entertainment	5
Banking and Financial Services	2.5
Consumer Services	5
Healthcare, Hospitals and Medicine	1.7
Hospitality	5
Travel and Hospitality	4.6

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%

CEO of Etihad Airways

Peter Aumgartner

In the Top 20% of Similar Sized Companies on Comparably.

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

NPS Score

58%	Promoters
13%	Passive
29%	Detractors

Employee Net Promoter Score

eNPS Score

52%	Promoters
13%	Passive
35%	Detractors

Global Ranking Snapshot

RANK			INDUSTRY
1	Costco	W. Craig Jelinek	Retail
2	Peloton	Barry McCarthy	Health and Wellness
3	Chick-fil-A	Dan Cathy	Food and Beverages
4	Netflix	Ted Sarandos	Media and Entertainment
5	Apple	Timothy Cook	Tech
6	Nike	John Donahoe	Fashion and Beauty
7	Target	Brian Cornell	Retail