Bain & Company, July 2023
Flight schedule disruptions can significantly impact customer loyalty for US airlines, with a delayed flight leading to a 16-point lower Net Promoter Score (NPS) on average, according to NPS Prism data.
Airlines can also face a 90-point NPS penalty if customers feel they weren't timely notified of flight delays or cancellations. To mitigate customer frustration, top airlines proactively communicate changing flight statuses and invest in technology to make flight management easier and faster, thereby preserving customer loyalty and improving the overall travel experience, even during the busy summer season.
