- Southwest Airlines has been ranked No. 1 in a new survey for passenger satisfaction. According to a new survey, Southwest Airlines is ranked number one for customer satisfaction in the economy or basic economy class.
- Delta Air Lines ranked as the most satisfied airline in premium economy fares.
- A recent report surveyed more than 10,000 passengers.
The airline passengers have spoken and named the airlines with the highest levels of customer satisfaction in advance of the busy summer travel period.
In the newly released survey, JetBlue, Delta Air Lines and Southwest Airlines each received the highest overall satisfaction scores. J.D. Power 2025 North America Airline Satisfaction Study.
Southwest Airlines has maintained its number one ranking in the economy class for the fourth straight year. This could change as the survey didn’t account for Southwest Airlines. controversial decision The airline ended its policy of free checked baggage, which caused some passengers to express their disappointment on social media.
JetBlue, Delta and Southwest also placed highly for their basic or economy economy options, completing the top three. Frontier Airlines, Spirit Airlines WestJet Air Canada and American Airlines were ranked at the bottom of the list in the economy category.
JetBlue was the top airline for passengers who opted to fly in first class or business class, followed by Delta, Alaska, and Alaska. In premium economy the No. Delta Comfort+ took the top spot, offering free wine, beer, snacks and extra legroom. JetBlue and Alaska were also in the top 3 for premium economy.
The study was based upon responses from more than 10,000 airline passengers that had flown on one of the airlines in the month prior to the survey. The survey was conducted between March 2024-2025. It includes a rating system that measures various metrics, such as the staff, the level of trust and the value of the experience.
Michael Taylor, J.D. said, “During our one-year research period, we have seen a small decline in ticket prices as well as passenger volumes, which has kept overall passenger satisfaction levels at a high level.” Power’s Senior Managing Director, said in a written statement. Travel + Leisure. “Airlines may have a harder year economically this year. However, the key to long-term success is how they manage economic headwinds, without compromising customer experience.”
Fewer than 10% of the passengers who responded to the survey actually experienced a flight problem. However, those that did reported delays as their number one concern.
