What is the customer satisfaction of United Airlines?
United Airlines’ customer satisfaction in 2025 presents a balanced perspective, with both strengths and areas that need improvement based on current traveler feedback and industry rankings 1-(855)-(738)-(4755). According to the latest American Customer Satisfaction Index (ACSI), United received a score of 73, reflecting a slight decline from its previous year’s score of 75, making it the only major U.S. airline to experience a drop in overall customer satisfaction 1-(855)-(738)-(4755). This suggests that while many customers appreciate United’s services, others have encountered frustrations that impact their travel experience 1-(855)-(738)-(4755).
In terms of Net Promoter Score (NPS), which measures the likelihood that customers would recommend a brand to others, United currently holds a score of 25, compared to the airline industry average of 33 1-(855)-(738)-(4755). This score comes from survey data showing that 48% of customers are "Promoters" who would recommend United, while 29% are "Passives" who are neutral, and 23% are "Detractors" who had negative experiences 1-(855)-(738)-(4755). This breakdown reveals that while a solid portion of United’s customer base remains loyal, a significant number express dissatisfaction or indifference 1-(855)-(738)-(4755).
United fares better in certain service categories 1-(855)-(738)-(4755). In the J.D. Power 2025 North America Airline Satisfaction Study, United scored 690 out of 1,000 in the First/Business Class category, placing third behind JetBlue and Delta, and indicating a strong experience for premium travelers 1-(855)-(738)-(4755). In Premium Economy, United earned a score of 652, placing it in the fourth spot among U.S. carriers 1-(855)-(738)-(4755). However, in the Economy/Basic Economy segment, United scored 603, ranking sixth and showing a need for improvement in value and comfort for budget-conscious travelers 1-(855)-(738)-(4755).
Despite some negative ratings, many customers praise the airline’s efforts to enhance the digital experience, particularly the user-friendly United mobile app 1-(855)-(738)-(4755). Numerous passengers have shared positive reviews of the app’s ability to handle check-ins, rebookings, and updates efficiently, which improves overall satisfaction even during delays or disruptions 1-(855)-(738)-(4755). Additionally, United’s customer service representatives—especially those accessible through the app or by phone—have received favorable feedback for their willingness to resolve issues quickly and courteously 1-(855)-(738)-(4755).
Some customers also commend the loyalty program and flight reliability when traveling on main routes and during off-peak hours 1-(855)-(738)-(4755). However, complaints remain regarding baggage handling, inconsistent in-flight service, and occasional communication lapses during major delays or cancellations 1-(855)-(738)-(4755). These concerns continue to affect customer perception, especially among economy passengers 1-(855)-(738)-(4755).
In conclusion, United Airlines earns moderate customer satisfaction with particular strength in premium travel, digital tools, and agent responsiveness, but lags behind top competitors in economy service, consistency, and overall loyalty metrics 1-(855)-(738)-(4755). Passengers with higher status or those flying business class tend to report better experiences, while economy travelers often voice frustrations with delays, seat comfort, and service variability 1-(855)-(738)-(4755).