US EditionWhich US airlines fared worst in J.D. Power’s customer satisfaction survey?
- The annual J.D. Power survey, conducted between March 2024 and March 2025, gathered feedback from over 10,000 travelers in North America to assess their airline experiences across seven key service areas.
- The study reported a rise in passenger satisfaction compared to 2024, with the overall score increasing by six points out of a possible 1,000, a trend attributed in part to lower ticket costs and a slight reduction in the number of travelers.
- Southwest Airlines ranked highest in Economy/Basic Economy for the fourth year, Delta Air Lines led Premium Economy for the third year with a 717 score, and JetBlue topped First/Business Class.
- Michael Taylor of J.D. Power explained that a decrease in airfare and a modest drop in the number of travelers contributed to maintaining high levels of customer satisfaction despite changes in the market and increased concerns about flying.
- The study suggests that how airlines manage evolving market conditions will influence long-term customer loyalty as travelers may be flying less but report higher satisfaction when they do fly.
24 Articles
24 Articles
Which US airlines fared worst in J.D. Power’s customer satisfaction survey?
The results of a 2025 study from J.D. Power shows that airlines are seeing an overall improvement in customer satisfaction — but some carriers fared better than others with passengers.
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Which US airlines fared worst in J.D. Power's customer satisfaction survey?
(WJET/WFXP) — The results of a 2025 study from J.D. Power shows that airlines are seeing an overall improvement in customer satisfaction. Overall satisfaction among travelers on North American airlines during a 12-month period (March 2024 to May 2025) was actually up six points over 2024, according to J.D. Power. But it wasn't a consistent across the board: The survey results showed that passengers who flew economy and basic economy were the mos…
Passengers rate their favorite airlines. Here’s who came out on top
Travelers may be flying less, but theyre happier when they do, according to a new survey.Passenger satisfaction with North American airlines is up for the first time in years, according to the 2025 J.D. Power Airline Satisfaction Study. The bump is despite a dip in passenger volume and new airline fees.Overall satisfaction increased by 6 points on a 1,000-point scale compared to 2024. RELATED STORY | Flyers are more nervous about air travel, but…
J.D. Power: Airline satisfaction up despite economic headwinds
(WJET/WFXP) — A new study from J.D. Power shows that, despite a decrease in customer confidence, airlines have seen an improvement in customer satisfaction with a six-point increase since last year. “Throughout our one-year study period, we’ve seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,” said Michael Taylor, senior managing director of travel, hospitality, re…
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