The Top Airlines in North America for 2024: Travelers Have Spoken
Nearly 10,000 airline passengers have voiced their opinions on their flying experiences over the past year, highlighting the top performers and those that didn’t measure up in the tumultuous aviation industry.
The aviation sector has faced a challenging year marked by Boeing aircraft issues and frequent cancellations and delays, particularly as summer travel is expected to reach unprecedented levels. Given these circumstances, passenger sentiments are understandably mixed.
However, amid these challenges, certain airlines have excelled in maintaining customer satisfaction. Michael Taylor, J.D. Power’s Senior Managing Director of Travel, Hospitality, Retail, and Customer Service, notes, “Airlines focusing on staff training and recruitment have effectively mitigated the adverse impacts of these industry-wide issues.” This was revealed in J.D. Power’s 2024 North America Airline Satisfaction Study released this Wednesday.
Delta Air Lines leads the pack for superior service in first, business, and premium economy classes, according to North American travelers. Southwest Airlines takes the crown in the economy and basic economy categories.
The study, surveying responses from 9,582 passengers from March 2023 to March 2024, indicates that trust in airlines drops significantly (by 400 points on a 1,000-point scale) among passengers exposed to negative media coverage about an airline’s performance.
This year, satisfaction ratings are notably lower compared to the previous year. Where last year’s lowest score was 705 points, this year, it plummeted to 472 points. The assessment criteria have also evolved, focusing on different aspects of the airline service.
The 2024 study evaluated overall passenger satisfaction based on seven key factors:
- Airline staff
- Digital tools
- Ease of travel
- Level of trust
- Onboard experience
- Pre-/post-flight experience
- Value for the price paid
The survey categorizes passenger satisfaction into three segments: first and business; premium economy; and economy and basic economy. For travelers, the most crucial aspect was a smooth and safe journey.
“Ease of travel and trust are the main drivers of satisfaction,” according to the study. While cost-effectiveness is important, a hassle-free experience is paramount for passengers.
The airlines achieving top marks in this year’s J.D. Power study have invested significantly in their workforce, demonstrating a strong commitment to improving customer service.
Here’s a detailed breakdown of the airline scores based on service classes:
Best Airlines for First and Business Class:
- Delta Air Lines: 743 points
- JetBlue Airways: 736 points
- United Airlines: 698 points
- Alaska Airlines: 695 points
- American Airlines: 676 points
- Air Canada: 629 points
Top Airlines for Premium Economy:
- Delta Air Lines: 716 points
- Alaska Airlines: 687 points
- American Airlines: 684 points
- JetBlue Airways: 667 points
- WestJet: 664 points
- United Airlines: 641 points
- Air Canada: 628 points
Leading Airlines for Economy and Basic Economy:
- Southwest Airlines: 685 points
- Delta Air Lines: 651 points
- Allegiant Air: 633 points
- Alaska Airlines: 630 points
- JetBlue Airways: 630 points
- American Airlines: 611 points
- WestJet: 591 points
- United Airlines: 585 points
- Air Canada: 542 points
- Spirit Airlines: 507 points
- Frontier Airlines: 472 points
This comprehensive ranking offers a clear view of which airlines are flying high in customer satisfaction and which are falling short, providing valuable insights for travelers planning their upcoming trips.