airBaltic 2025 Survey: High Satisfaction and Brand Loyalty

Latvian carrier airBaltic has released findings from its 2025 customer survey, which gathered feedback from nearly 12,000 travelers across 25 countries. The survey results highlight airBaltic’s strong market leadership in the Baltics and Finland, with 89% of respondents naming airBaltic as their top airline. In Latvia, Estonia, and Finland, the numbers are even higher, underscoring airBaltic’s deep local roots.

The airline achieved a strong Net Promoter Score (NPS) of +31 overall, with frequent flyers rating it between +42 and +44. Customer satisfaction is also high: 96% of respondents said they were satisfied or highly satisfied with their last airBaltic flight. Key factors driving this loyalty include convenient schedules, competitive prices, and a growing network of direct flights.

Passengers praised airBaltic’s cabin crew, noting their friendliness, professionalism, and language skills. Onboard cleanliness and comfort also received top marks, while 80% of travelers liked the food and beverage service. The airline’s ground services were rated well, with passengers appreciating smooth baggage handling and efficient airport transfers.

airBaltic’s loyalty program, airBaltic Club, now has 1.5 million members, with strong awareness in its home markets. Business travelers also benefit from tailored perks like priority boarding and gourmet meals.

The survey confirms that airBaltic’s hybrid carrier model—offering affordable fares with full-service quality—continues to resonate with passengers. Operating nearly 130 routes from bases in Riga, Tallinn, Vilnius, and Tampere, airBaltic connects travelers to key destinations across Europe, the Middle East, and North Africa.

These positive findings position airBaltic for further growth in 2025, reinforcing its reputation as a leading choice for regional travel.