The skies are friendlier than ever, at least according to the latest customer satisfaction ratings.
The J.D. Power 2025 North American Airline Satisfaction Study reveals that passenger satisfaction has climbed to new heights, with overall scores up by six points from last year. Leading the pack in delighting passengers are JetBlue, Delta Air Lines, and Southwest Airlines.
The study analyzed a range of factors that shape a passenger’s travel experience, evaluating airlines on seven core aspects:
- Airline staff
- Digital tools
- Ease of travel
- Level of trust
- Onboard experience
- Pre/post-flight experience
- Value for the price paid
The three airlines excelled in key segments for customer satisfaction by not only meeting but exceeding expectations in various areas of service.
JetBlue Takes the Lead in First and Business Class
If you’re chasing a premium travel experience, JetBlue is the name to know. JetBlue achieved the highest ranking in first/business class, offering a seamless travel experience that passengers can count on time and again. Their commitment to exceptional service, including attentive staff and comfortable seating, has built a loyal customer base.
Delta and Alaska Airlines came closely behind in this segment, cementing their reputations as reliable options for premium travelers.
Delta Dominates Premium Economy
For those who appreciate a touch of luxury without breaking the bank, Delta’s Comfort+ offering takes the spotlight as premium economy’s top-rated experience for the third consecutive year. With extra legroom and complimentary snacks and beverages, Delta continues to deliver the perfect blend of comfort and value. JetBlue and Alaska Airlines secured second and third positions, respectively, making them strong contenders in this category as well.
Southwest Wins Over Economy Travelers
Southwest Airlines has held on to its top spot in the economy/basic economy category for the fourth consecutive year. Known for affordable fares, efficient operations, and friendly staff, Southwest sets the bar for budget travel. However, a dark cloud looms on the horizon. The airline’s controversial move to discontinue its free checked bag policy may challenge its long-standing popularity in this space.
JetBlue and Delta claimed the second and third spots in this category, proving their ability to cater to value-conscious travelers without compromising on quality.
Areas for Improvement
While these airlines soared to the top, others fell short. Among the lowest-ranking carriers in the economy/basic economy segment were Frontier Airlines, Spirit Airlines, WestJet, Air Canada, and American Airlines. Passengers expressed dissatisfaction with elements like limited onboard comfort and inconsistencies in service quality.
Key Factors Driving Customer Satisfaction
One of the standout trends revealed by the survey was the positive influence of lower ticket prices and reduced passenger volume during the study period. These factors helped maintain high passenger satisfaction rates. But with the industry bracing for economic turbulence, airlines must adapt swiftly to support customer trust and loyalty.
Michael Taylor, senior managing director of travel at J.D. Power, emphasized the importance of growth despite challenges, saying, “Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience.”
Setting a New Standard
The J.D. Power study highlights a simple truth for airlines worldwide: customer experience is vital. Whether through advanced digital tools, attentive service, or competitive pricing strategies, JetBlue, Delta, and Southwest are setting benchmarks for excellence in the airline industry.
For more information on the study visit www.jdpower.com.
