North America’s Best and Worst Airlines Revealed in Customer Satisfaction Survey

J.D. Power, the renowned data analytics firm, has released its annual customer satisfaction survey, offering insights into the performance of North American airlines across various travel classes, including first/business, premium economy, and economy/basic economy.

JetBlue Airways, Delta Air Lines, and Southwest Airlines have secured the top positions in their respective categories, with JetBlue and Southwest earning the distinction for the second consecutive year. The survey also revealed that Air Canada was the only airline to rank below the average score across all categories.

Overall, North American airlines achieved a score of 791 out of 1,000 possible points for the year 2023. This result is seven points lower than the previous year and is based on 7,774 passenger surveys conducted between March 2022 and March 2023. The survey evaluated eight key factors, including aircraft, baggage handling, boarding process, check-in experience, cost and fees, flight crew service, in-flight amenities, and reservation process.

The primary factor contributing to the decrease in this year’s score was the cost and fees category, which has been significantly affected by inflation and rising oil prices. J.D. Power highlighted that economy/basic economy passengers, who are more price-conscious, have faced challenges in finding affordable airfares this year.

It’s worth noting that on-time performance was not considered in J.D. Power’s 2023 survey. This omission benefits Southwest Airlines, as it had been previously labeled the worst airline in the US by WalletHub in April. A spokesperson from J.D. Power explained that delay and cancellation metrics were not included due to the inability to report them on a subjective scale.

The decline in overall passenger satisfaction follows the “unprecedented highs” experienced in 2020 and 2021 when empty planes and flexible policies contributed to positive experiences. However, the COVID-era business model proved unsustainable as the industry grapples with the surge in post-pandemic travel.

Michael Taylor, J.D. Power’s travel intelligence lead, emphasized the need to focus on managing increased demand while making small adjustments to make passengers feel more valued. However, he cautioned that airlines should be mindful of potential brand damage if they persist with current strategies after a year marked by pilot shortages, route cuts, and system outages.

“While these drawbacks have yet to dent leisure travel demand, continued trends in this direction may eventually lead travelers to reach a breaking point, potentially causing damage to certain airline brands,” Taylor stated.

In conclusion, the customer perspective underscores the importance of balancing economic efficiency with customer satisfaction to ensure long-term success in the industry.

Check out how North American airlines rank for their first/business, premium economy, and economy/basic economy products:

First/Business

• JetBlue Airways (893)
• Delta Air Lines (865)
• United Airlines (848)
• Alaska Airlines (833)
• Air Canada (830)
• American Airlines (826)
• Segment Average: 846

Premium Economy

• Delta Air Lines (848)
• JetBlue Airways (840)
• Alaska Airlines (823)
• American Airlines (821)
• Air Canada (797)
• United Airlines (784)
• Segment Average: 820

Economy/Basic Economy

• Southwest Airlines (827)
• Delta Air Lines (801)
• JetBlue Airways (800)
• Alaska Airlines (781)
• WestJet (777)
• Allegiant Air (775)
• United Airlines (770)
• Air Canada (765)
• American Airlines (764)
• Spirit Airlines (727)
• Frontier Airlines (705)
• Segment Average: 782

Please note that many North American airlines do not offer a true First Class experience like some international airlines do. Instead, they offer a Premium Economy product with additional perks like more legroom and better food and beverage options. It’s important for travelers to research and compare the offerings of different airlines to determine which best suits their needs and preferences.

Please read related stories: First Class, Business Class