Excellent Net Promoter Score (NPS) reflects customer confidence in the UAE and flydubai

• Based on feedback from thousands of flydubai customers, the carrier’s Net Promoter Score (NPS) more than doubled in March
• This reflects the confidence in the United Arab Emirates and flydubai’s operational resilience during regional airspace disruptions

Dubai, United Arab Emirates, 04 May 2026: flydubai, the Dubai-based carrier, has reaffirmed the strength of customer confidence in the United Arab Emirates and Dubai’s position as a global aviation hub, following the multiple airspace disruptions that took place since the beginning of the regional conflict.

During this challenging period, the UAE’s decisive leadership ensured that all measures taken prioritised the wellbeing of passengers and crew, while maintaining operational integrity. Temporary airspace closures were implemented proactively based on real-time intelligence and risk assessments, with a carefully coordinated and phased reopening that reinforced trust in the system.

When the disruption started, the UAE activated emergency air corridors with regional partners to allow the movement of a limited number of flights and progressively increased the frequency. Throughout March, flydubai successfully operated more than 3,800 flights. The airline’s service continuity, even amid disruption, underscores its operational resilience and ability to adapt quickly.

Close collaboration between aviation authorities, 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 helped minimise disruption and maintain passenger confidence.

This trust is reflected in flydubai’s customer satisfaction performance. The airline recorded an Excellent Net Promoter Score (NPS) in March, among the highest in the industry and nearly double its 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 previous months, global aviation has faced unprecedented challenges. What has stood out is the continued confidence in the decisions made by the UAE leadership to safeguard our community and everyone in the country, residents and visitors alike. The clear, decisive approach taken during this period ensured that every decision was rooted in protecting people while maintaining operational stability.

At flydubai, we remained committed to supporting our customers with a reliable service, transparent communication and the agility required to navigate rapidly changing conditions. The fact that our customers continued to choose to fly with us during this time is a testament to the trust placed in our airline, the wider aviation ecosystem of the UAE and Dubai as a leading aviation hub. I would like to sincerely thank our passengers for their continued trust and support, which enabled us to keep operating effectively during this period.”

Dubai’s ability to maintain continuity, supported by world-class infrastructure and a strong focus on customer care, has further strengthened its reputation as one of the world’s most resilient aviation hubs. During the extended period of disruption, while multiple airspaces had closed in the region, flydubai maintained its operational readiness, adjusted its flight paths and frequently reviewed its schedule, offering customers more options and flexibility for travel amid challenging times.

NPS is a widely used measure of customer satisfaction and loyalty. The carrier’s performance is strongly correlated with its ongoing investment in enhancements across its cabin interiors, onboard experience, on-time performance and the effectiveness of its long-term strategy in both product and people development.

Customer testimonials

“Perfect flight, thanks to flydubai and the leaders of the UAE for keeping this route safe so we can travel in and out.”

“flydubai kept operating during the partial airspace closure and made possible our safe return home.”

“In the current situation, your commitment was amazing.”

“After 10 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 unmatched!”