Despite the shifting landscape of North American aviation, JetBlue, Delta Air Lines, and Southwest Airlines have been recognized among the top airlines for customer satisfaction according to the J.D. Power 2025 North America Airline Satisfaction Study.
Flyers appear to express increased loyalty to their airlines, highlighting the in-cabin experience offered by these carriers.
Key Findings from J.D. Power 2025 Airline Satisfaction Study:
- JetBlue, Delta, and Southwest Airlines rank highest in customer satisfaction across North America.
- Overall satisfaction metrics have only slightly risen by six points since 2024, while concerns regarding premium domestic products persist; first class satisfaction decreased by one point, and premium economy saw a reduction of seven points.
However, customer loyalty remains strong. Among passengers who rated their travel experiences as “Perfect,” 81% indicated they would fly with that airline again, while only 4% of those labeling their experiences as “Poor” would likely choose that carrier again.
In the domestic first class sector, JetBlue leads with a satisfaction score that is 38 points above the average. Delta follows closely, with Alaska Airlines in third place and American Airlines ranking last with a score of 684.
For premium economy, Delta secured the top position, followed closely by JetBlue and Alaska Airlines. In the economy category, Southwest takes the lead, surpassing both JetBlue and Delta despite impending changes to their service.
The study also noted that ultra-low-cost carriers such as Frontier and Spirit received lower satisfaction ratings, placing them behind competitors like WestJet and Air Canada.
