The excellent Net Promoter Score (NPS) reflects customer confidence in the UAE and flydubai | News
Flydubai, the Dubai-based airline, has reaffirmed customer confidence in the United Arab Emirates and Dubai’s position as a global aviation hub, following the many airspace disruptions that have occurred since the start of the regional conflict.
During this challenging period, the UAE’s decisive leadership ensured that all measures taken prioritized the well-being of passengers and crew, while maintaining operational integrity. Temporary airspace closures were proactively implemented based on real-time intelligence and risk assessments, with a carefully coordinated and phased reopening that strengthened confidence in the system.
When the disruption began, the UAE activated emergency air corridors with regional partners to allow the movement of a limited number of flights and gradually increased the frequency. In March, flydubai successfully operated more than 3,800 flights. The airline’s continuity of service, even in the face of disruption, underlines its operational resilience and ability to adapt quickly.
Close cooperation between aviation authorities, the private and public sectors and stakeholders enabled a controlled resumption of services. Combined with clear and consistent communication, robust contingency planning and customer support, these efforts have helped minimize disruption and maintain passenger confidence.
This confidence is reflected in flydubai’s customer satisfaction performance. The airline recorded an Excellent Net Promoter Score (NPS) in March, one of the highest in the industry and almost doubling from previous levels, highlighting strong positive customer sentiment and confidence in the UAE and Dubai during a period of uncertainty.
Commenting on the airline’s performance, Ghaith Al Ghaith, Chief Executive Officer of flydubai, said: “Over the past few months, global aviation has faced unprecedented challenges. What stands out is the continued confidence in the decisions of the UAE’s leaders to protect our community and everyone in the country, residents and visitors alike. The clear, decisive approach taken during this period has ensured that every decision was rooted in protecting people while maintaining operational stability.
At flydubai, we remained committed to supporting our customers with reliable service, transparent communication and the flexibility needed to navigate rapidly changing circumstances. The fact that our customers continued to choose to fly with us during this period is a testament to the confidence we place in our airline, the wider UAE aviation ecosystem and Dubai as a leading aviation hub. I would like to sincerely thank our passengers for their continued trust and support, which has allowed us to continue to operate effectively during this period.”
Dubai’s ability to maintain continuity, supported by world-class infrastructure and a strong focus on customer service, has further cemented its reputation as one of the world’s most resilient aviation hubs. During the extended period of disruption, while several airspaces in the region were closed, flydubai maintained its operational readiness, adjusted its flight routes and regularly revised its flight schedule, providing customers with more options and flexibility for travel during difficult times.
NPS is a commonly used measure of customer satisfaction and loyalty. The carrier’s performance is strongly correlated with its continued investments in cabin interior improvements, onboard experience, on-time performance and the effectiveness of its long-term strategy in both product and human development.
Customer testimonials
“Perfect flight, thanks to flydubai and the UAE leaders for keeping this route safe so we can travel in and out.”
“flydubai continued to operate during the partial airspace closure and enabled our safe return home.”
“Your efforts were fantastic in the current situation.”
“After ten days of constant cancellations with other airlines, flydubai was a lifesaver. I booked a same-day ticket and finally made it home. Their reliability and efficiency are second to none!”
