J.D. Power

Best North American airlines? JD Power ranks ’em

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


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.