The airline industry is currently tackling numerous challenges, including rising fuel costs, labor shortages, technological changes, and diminishing demand. Despite these hurdles, several airlines in the U.S. have managed to maintain high levels of customer satisfaction.

J.D. Power’s Customer Satisfaction Survey Reveals Positive Trends

On Wednesday, J.D. Power released its annual Customer Satisfaction Survey for U.S. airlines. The findings were surprisingly optimistic given the industry’s current state.

Although the volume of domestic travelers saw a decrease in the first quarter of 2025, and airlines have begun charging additional fees for services like seat selection and baggage, overall customer happiness has seen an uptick. According to the report, passenger satisfaction rose by 6 points on a 1,000-point scale since 2024.

Market Dynamics and Future Implications

Michael Taylor, J.D. Power’s Senior Managing Director of travel, hospitality, retail, and customer service, noted, “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.” He further emphasized the importance of how airlines navigate economic challenges without diminishing customer experience.

Airline Rankings Overview

The rankings, derived from a survey of over 10,000 passengers, showcased a competitive landscape among carriers. Key results include:

• First/Business Class: JetBlue led with a satisfaction score of 738, followed closely by Delta at 724.
• Premium Economy: Delta topped this category with 717 points, while JetBlue scored 699.
• Economy/Basic Economy: Southwest Airlines secured the highest score at 694, trailed by JetBlue at 663 and Delta at 662.

Notably, both JetBlue and Delta scored above the segment average across all categories, along with Alaska Airlines. In contrast, United, American, and Air Canada fell below average in each category.

Lowest Performing Airlines

Frontier Airlines received the lowest customer satisfaction rating at 520 points, followed by Spirit Airlines with a score of 526. These ratings reflect the struggle to provide quality service in the Economy/Basic category.