Barcelona, January 21st, 2025 – Volotea, the airline connecting small and mid-sized European cities, closed 2024 with a historic milestone: a Net Promoter Score (NPS) – the standard metric of customer satisfaction – of 39.2 points across its network, an increase of +23.3% compared to 2023. This result positions Volotea as the leading European airline in customer satisfaction, according to the latest NPS industry data available.

The Net Promoter Score (NPS) is an objective, globally recognized benchmarking tool used across industries to measure customer satisfaction and loyalty. At Volotea, NPS data is collected through a post-flight survey sent to all clients, offering valuable insights into their overall experience. Customers rate, on a scale of 0-10, how likely they are to recommend the company, with respondents categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). The NPS is the percentage of Promoters minus the percentage of Detractors. In the aviation sector, a strong average NPS is considered to be around 25.0 points.

This achievement reflects the impact and value of Volotea's continuous improvement program, fully driven by customer feedback. In 2024, the airline significantly improved its punctuality, achieving an OTP15 (on-time performance within 15 minutes) rate of over 75% and maintaining a 99.5% completion factor (flights operated as scheduled), ranking second in Europe according to Cirium. In addition to operational performance, the airline improved its airport services, including streamlined processes, expanded self-handling capabilities, optimized priority boarding procedures, and reduced waiting times. Onboard, the service provided by Volotea’s crews is the most highly valued by customers and continues to improve year after year. Alongside offering more legroom and the comfort of reclining seats, Volotea paid close attention to every detail, including upgrades to its branded visual elements, onboard music, lighting, catering, and cleaning, ensuring maximum comfort for passengers throughout its flights. These improvements highlight Volotea's commitment to providing a seamless and customer-focused travel experience.

These efforts are especially appreciated by Megavolotea members who enjoy exclusive discounts, services, and special promotions, with 9 out of 10 members recommending Volotea to family and friends. Among these frequent flyers, Volotea’s Net Promoter Score (NPS) rose significantly to 50.5 points, +18% compared to 2023.

“At Volotea, we strive to find the right balance between quality service, attentive care, and competitive fares. This approach helps us stand out in a competitive market and earn the trust of our passengers year after year. Our focus on every detail of the travel experience, combined with high on-time performance and a flight completion rate close to 100%, has been key to achieving these strong results. The dedication of our people, especially our pilots and crews, has been fundamental to this success. I would like to express my gratitude for their hard work and commitment, which have been essential in reaching this milestone," said Alex de Jesús, Chief Experience Officer at Volotea.

Volotea's NPS results also demonstrated positive trends across the company’s key markets: reaching 38.3 points in France (+35% vs. 2023), 42.1 in Italy (+24% vs. 2023), and 43.3 in Spain (+5% vs. 2023). Among the airline’s top-performing bases, Rodez led with an NPS of 55.7 points, followed by Lille and Asturias at 49.1, Verona at 48.9, and Florence at 46.

Volotea received multiple industry awards in 2024, including being named “Best Low-Cost Airline in Europe” for the second consecutive year at the Skytrax World Airline Awards, often referred to as the “Oscars of the aviation industry.” Additionally, Volotea achieved a 4-star Skytrax rating and was named "Leading Low-Cost Airline in Europe" at the World Travel Awards for the third time, following previous wins in 2021 and 2022.

ABOUT VOLOTEA

Volotea was founded in 2011 by Carlos Muñoz and Lázaro Ros, who previously founded Vueling. It is one of the fastest-growing airlines in Europe over the last decade, expanding its network and increasing its seat offerings year-on-year. In April 2025, the airline will celebrate the milestone of carrying 75 million passengers throughout its network.

Volotea reaches 110 airports and is based in 20 medium-sized European capitals: Asturias, Athens, Bari, Bilbao, Bordeaux, Brest, Florence, Lille, Lyon, Lourdes, Marseille, Nantes, Naples, Olbia, Palermo, Rodez, Strasbourg, Toulouse, Venice, and Verona.

versus 2024), and fly approximately 75,000 flights. The airline operates a fleet of 41 Airbus A319 and A320.

Volotea is working towards achieving a more sustainable future in aviation. The airline has committed to reducing direct CO2 emissions per passenger-kilometer by 50% by 2030 (vs. 2012) and expects to reach this target between four to five years ahead of schedule.

Volotea, with a workforce of over 2,000 employees, actively boosts connectivity within the territories where it is based while contributing to their economic development and enriching the cultural landscape through impactful sponsorship projects.

Volotea was awarded a four-star rating in 2024 and recognized by Skytrax in its global passenger satisfaction survey as the “Best Low-Cost Airline in Europe” at the 2023 and 2024 World Airline Awards, referred to by media worldwide as “the Oscars of the aviation industry.” The airline adds these accolades to its growing list of achievements, which includes consecutive wins for "Europe’s Leading Low-Cost Airline" at the World Travel Awards in 2021, 2022, and 2024.

For more information visit: https://www.volotea.com/en/press-room/ 
press@volotea.com
Tel: 93 117 17 77