Which US airlines performed the poorest in the customer satisfaction survey by J.D. Power?

(Source: WJET/WFXP) – A recent 2025 JD Power study highlights a general improvement in airline customer satisfaction.

Data from the analysis shows that overall traveler satisfaction saw a rise of 6 percentage points from May 2024 to March 2025. However, this growth was not consistent across the board.

Passengers who opted for premium seating were notably less satisfied; those in economy and basic economy classes experienced an 8-point gain in satisfaction. Meanwhile, business and first-class travelers recorded declines of 7 and 1 points, respectively.

JD Power surveyed over 10,000 travelers, evaluating satisfaction across seven categories, which include: the effectiveness of airline staff, digital tools, ease of travel, trust levels, onboard experiences, pre- and post-flight experiences, and pricing.

The results were segmented into three categories: first/business class, premium economy, and economy/basic economy.

First/Business Class Passenger Satisfaction

This year, JetBlue Airways surpassed Delta Airlines in the first/business class segment, earning a score of 738 on a 1,000-point scale. Delta, which topped the previous year’s rankings, fell to second with 724 points.

1. JetBlue Airways (738)
2. Delta Airlines (724)
3. Alaska Airlines (709)
4. United Airlines (690)
5. Air Canada (686)
6. American Airlines (684)

Premium Economy Passenger Satisfaction

In the Premium Economy category, Delta led for a third consecutive year with a score of 717, while JetBlue followed with 699 points.

1. Delta Airlines (717)
2. JetBlue Airways (699)
3. Alaska Airlines (691)
4. United Airlines (652)
5. American Airlines (650)
6. Air Canada (616)
7. WestJet (614)

Economy/Basic Economy Passenger Satisfaction

In the economy and basic economy sectors, Southwest Airlines has maintained the top position for four years running, scoring 694. JetBlue trailed in second place with 663 points.

1. Southwest Airlines (694)
2. JetBlue Airways (663)
3. Delta Airlines (662)
4. Alaska Airlines (645)
5. Allegiant Air (636)
6. United Airlines (603)
7. American Airlines (597)
8. Air Canada (561)
9. WestJet (537)
10. Spirit Airlines (526)
11. Frontier Airlines (520)

Michael Taylor from JD Power mentioned that lower fares and less crowded flights have contributed to the high overall passenger satisfaction. Yet, he acknowledges that market conditions are shifting, which could influence customer experiences in the near future. He emphasized that, despite the potential economic struggles for airlines this year, managing these challenges without compromising on customer experience will be vital for long-term success.