US airlines that block middle seats report increased NPS scores, including Delta and Southwest

    CAPA – Centre for Aviation, in a report entitled: ‘US airlines blocking middle seats cite their growing NPS scores’, stated (14-Aug-2020) certain US airlines that have continued to block middle seats are reporting increased net promoter (NPS) scores. These airlines include Delta Air Lines and Southwest Airlines, with Delta reporting its NPS grew 20 points year-on-year in Jun-2020 and Southwest recording an NPS of 79 in 2Q2020. There is no certainty that US operators that still block middle seats will be able to achieve cash burn targets with the help of increased positive customer sentiment, though it would seem these airlines are making the decision to build customer loyalty, which they believe will endure when travel demand returns to normal levels. [more – CAPA Analysis]