US Airways for US Airways and American Airlines on April 8, 2015. Publicly, the two carriers appeared to merge when their reservations systems and booking processes were merged on October 17, 2015; however, other systems were still separate at that time. The airline had an extensive international and domestic network, with 193 destinations in 24 countries in North America, South America, Europe and the Middle East. The airline was a member of the Star Alliance, before becoming an affiliate member of Oneworld in March 2014. US Airways utilized a fleet of 343 mainline jet aircraft, as well as 278 regional jet and turbo-prop aircraft operated by contract and subsidiary airlines under the name US Airways Express via code sharing agreements.
The carrier operated the US Airways Shuttle, a US Airways brand which provided hourly service between Boston, New York City and Washington, D.C. As of October 2013, US Airways employed 32,312 people worldwide and operated 3,028 daily flights Roughly 60% of US Airways flights were operated by US Airways Express.
| IATAICAOCallsign | IATA ICAO Callsign US USA (1997–2008) AWE (2008–2015) US AIR (1997–2008) CACTUS (2008–2015) USUSA (1997–2008) AWE (2008–2015)US AIR (1997–2008) CACTUS (2008–2015) |
|---|---|
| Hubs | Charlotte Douglas International Airport Philadelphia International Airport Phoenix Sky Harbor International Airport Ronald Reagan Washington National Airport |
| Ceased operations | October 17, 2015 (2015-10-17) (merged with American Airlines) |
| Alliance | Star Alliance (2004–2014) Oneworld (affiliate; 2014-2015) |
| Website | usairways.com (defunct; redirects to aa.com) |
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Travel and Hospitality / Airlines is 43.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If US Airways sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of US Airways with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| US Airways | -8 |
| Delta air lines | 38 |
| Air Malta | 54 |
| Southwest | 62 |
| JetBlue | 68 |
| Score | Date | Source |
|---|---|---|
|
-8
|
2014-03-13 | http://customergauge.com/news/2014-net-promoter-benchmarks/ |
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