In the economy class category, Southwest Airlines has been recognized for having the highest level of customer satisfaction among all North American airlines, according to the 2024 North America Airlines Satisfaction Study conducted by J.D. Power. Meanwhile, Delta Airlines was rated top in both the first/business class and premium economy categories. The key takeaway from this year’s study is the significant impact that friendly and helpful staff can have on the overall flight experience, according to Michael Taylor, senior managing director of travel, hospitality, retail, and customer service at J.D. Power.
The study evaluated customer satisfaction based on seven key categories, including airline staff, digital tools, ease of travel, on-board experience, level of trust, pre/post-flight experience, and value for price paid. The survey was conducted between March 2023 and March 2024 with feedback from 9582 passengers who had flown within a month prior to being surveyed.
Among the eleven airlines included in the economy cabin survey, Southwest received the highest score of 685 on a 1000-point scale. Delta followed in second place with 651 points while Allegiant surprisingly ranked third with 633 points. Frontier received the lowest score of 472 while Spirit was second to last with 507 points. In terms of first/business class category Delta led with 743 points while JetBlue followed closely behind with 736 points while Air Canada ranked last with 629 points. Additionally in premium economy category Delta again took top spot with an impressive score of 716 points beating Alaska which came in second place with a score of 687