Despite a changing North American airline marketplace, JetBlue, Delta Air Lines, and Southwest all earned honors in the J.D. Power 2025 North America Airline Satisfaction Study.
Flyers are more loyal to their airlines than ever before, as three carriers stand out when it comes to their in-cabin experience.
The J.D. Power 2025 North America Airline Satisfaction Study found JetBlue, Delta Air Lines, and Southwest Airlines with the best products among all North American carriers.
JetBlue Excels in First, While Southwest Wins Economy Flyers
Overall airline satisfaction remained flat compared to 2024, with only a six-point increase measured year-over-year. Flyer satisfaction was down with domestic premium products, with first class going down by one point and premium economy dipping by seven points.
However, flyers were more loyal to their airlines when they had good experiences. Of those who rated their travel experience as “Perfect,” 81% said they “definitely will” fly on that airline again. Among those who rated their experience “Poor,” only 4% said they would travel with that carrier again.
For domestic first class travel, JetBlue had the highest satisfaction among travelers, scoring 38 points above the segment average. Delta came in second place, followed by Alaska Airlines. At the bottom was American Airlines, with a satisfaction score of 684.
In the premium economy category, Delta took the top spot, followed by JetBlue. Alaska once again came in third, with Canadian airlines Air Canada and WestJet at the bottom of the category.
When it comes to economy and basic economy, Southwest was the top of the category, beating out JetBlue and Delta for the top spot – despite the changes coming to their in-flight product later this year. Alaska and Allegiant Air were also above the segment average. Ultra-low-cost-carriers Frontier Airlines and Spirit Airlines received the lowest satisfaction ranking – worse than WestJet, Air Canada, and American.
