Airline rankings

Best North American airlines? JD Power ranks ’em

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There are dozens of surveys, studies, and rankings of airports in North America and around the world.

And plenty of ways to shuffle the deck.

One of the more reliable surveys is North American Airlines Satisfaction Study conducted by J.D. Power, a company specializing in consumer insights, data and analytics.

The report evaluates the travel experience based on performance in eight factors: aircraft; baggage; boarding; check-in; cost and fees; flight crew; in-flight services; and reservation.

And the evaluations are further applied to cabin categories: first/business, premium economy, and economy. Which we know can make a difference in your satisfaction with your journey.

The results

According to the J.D. Power 2023 North America Airline Satisfaction Study customer satisfaction with major airlines is down significantly for a second consecutive year.

The 2023 report finds that overall passenger satisfaction is 791 (on a 1,000-point scale), which is down 7 points from a year ago. That comes on the heels of a 22-point decline in 2022 from 2021.

Fueling the dissatisfaction is the high cost of airfares and all the extra fees.

The rankings

First/Business

JetBlue Airways ranks highest in customer satisfaction in the first/business segment for a second consecutive year, with a score of 893. 

Delta Air Lines (865) ranks second and United Airlines (848) ranks third.

Premium Economy

Delta Air Lines also ranks highest in customer satisfaction in the premium economy segment with a score of 848. JetBlue Airways (840) ranks second and Alaska Airlines (823) ranks third.

Economy/Basic Economy

Southwest Airlines ranks highest in customer satisfaction in the economy/basic economy segment for a second consecutive year, with a score of 827.

Delta Air Lines(801) ranks second and JetBlue Airways(800) ranks third.

Are your favorite airports and airlines on these lists?

Airports, surveys, , ,

Airport Council International (ACI), the trade association of world airports,has issued its list of winners of the 2017 Airport Service Quality Awards (ASQ).

The awards cover  airports around the world and are based on more than 600,000 passenger surveys evaluating 34 performance indicators, including airport access, check-in, security screening, restrooms, stores, restaurants, and passenger comments about their best and worst experience at each airport.

In North America, Indianapolis International and Jacksonville International Airport tied in the Best Airport title among airports serving more than 2 million passengers a year.

There was also a tie for 2nd place in this category between El Paso (ELP), Ottowa (YOW) and Toronto Billy Bishop (YTZ) airports. Ditto for 3rd place in this category, between Austin (AUS), Columbus (CMH), Dallas Love Field (DAL), Halifax YHZ), Pittsburgh (PIT), San Antonio (SAT), San Jose (SJC) and Tampa (TPA).

Maine’s Portland International Jetport (PWM) was named Best Airport in North America among those serving less than 2 million passengers a year.

And Cleveland-Hopkins International Airport (CLE) was named the Most Improved Airport in North America.

When ranked by size (passengers served) and region, here are this year’s North America winners

2–5 million passengers per year: Ottawa (YOW)
5–15 million passengers per year: Indianapolis (IND)
15–25 million passengers per year: Tampa (TPA)
25–40 million passengers per year: Minneapolis (MSP)
Over 40 million passengers per year: Toronto Pearson (YYZ)

Be sure check out the full list of ACI’s 2017 rankings for airports in other parts of the world.

The Points Guy site also released its 2018 Best Airlines Annual Report, with rankings of U.S. airlines based on  evaluation of data and factors such as on-time arrival rates, passenger complaints, cabin comfort, baggage issues, frequent flyer programs and more.

Alaska Airlines topped this list for the second year in a row.

“The ongoing merger between Alaska Airlines and Virgin America hasn’t slowed down this customer favorite,” said TPG, noting that the Seattle-based Alaska Airlines ranked in its top three for airfare, on-time arrivals, customer satisfaction, baggage and a best-in-the-industry frequent flyer program.

Here’s how the rankings of the U.S. airlines shook out:

Alaska:

Southwest

Delta

United

Frontier

American

Spirit

JetBlue

Hawaiian