North America Airline Satisfaction Rises in 2025
Despite a challenging year marked by devastating accidents and economic uncertainty, passenger satisfaction with North American carriers climbed six points on a 1,000-point scale, according to J.D. Power’s 2025 North America Airline Satisfaction Study released this week. The report finds that a modest drop in ticket prices alongside a slight dip in passenger volumes has helped keep travelers content even as airlines grapple with rising costs and shifting demand.
Michael Taylor, senior managing director of travel, hospitality, retail and customer service at J.D. Power, noted that “a slight decline in both ticket prices and passenger volume” has “helped keep overall passenger satisfaction levels high,” but warned that evolving market dynamics and economic headwinds could challenge carriers in the months ahead. He added that airlines’ long-term success will hinge on balancing financial pressures with the quality of customer experience.
One key driver of the uptick in satisfaction was unexpectedly strong ratings for economy and basic economy cabins. Back-of-the-plane service received higher marks this year, as did interactions with airline staff and onboard crews. Only ten percent of surveyed travelers reported “serious problems,” such as significant delays or cancellations, over the past year, underscoring operational improvements despite widespread disruptions.
J.D. Power based its findings on responses from 10,224 airline passengers surveyed between March 2024 and March 2025 who had flown with a major North American carrier within the previous month. Overall satisfaction was measured across seven factors—airline staff, digital tools, ease of travel, level of trust, onboard experience, pre- and post-flight experience and value for price paid—providing a comprehensive view of the travel journey.
First and business-class:
- JetBlue Airways claimed top honors with a score of 738, JetBlue’s Mint offering, slated to expand across its domestic network later this year, earned praise for its cabin design, personalized service and premium amenities that appeal to both leisure and business travelers.
- Delta Air Lines, which placed second at 724.
Premium economy class:
- Delta Air Lines remained the leader in , scoring 717 points for its Comfort+ product. Delta’s consistency in this segment highlights its investment in extra legroom, complimentary upgrades and enhanced in-flight dining options.
- JetBlue followed 699
- Alaska Airlines 691
- United Airlines 652
- American Airlines 650
- Air Canada 616
- WestJet 614
Economy and basic economy class:
- Southwest Airlines once again topped the category with a score of 694, maintaining its reputation for flexible fares, no change fees and free checked bags.
- JetBlue 663
- Delta 662
- Alaska Airlines, Allegiant Air, United Airlines, American Airlines, Air Canada, WestJet, Spirit Airlines and Frontier Airlines filled out the lower tiers of the field.
As airlines face growing economic pressures, the study suggests that investments in staff training, digital tools and economy-class comfort can pay dividends in passenger loyalty. Carriers that continue to refine back-of-the-plane service and leverage real-time communication through mobile apps will be better positioned to weather industry headwinds without sacrificing satisfaction.
The report underscores the importance of maintaining high levels of reliability and customer trust as travel demand remains sensitive to economic shifts. While J.D. Power’s findings confirm that North American airlines have made strides in elevating the passenger experience, the challenge now lies in sustaining these gains as airlines navigate a tougher financial landscape and prepare for another uncertain year.
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Sources: AirGuide Business airguide.info, bing.com, J.D. Power