In the 2024 North America Airlines Satisfaction Study conducted by J.D. Power, Southwest Airlines has been recognized as having the highest level of customer satisfaction in the economy class among all North American airlines. Meanwhile, Delta Airlines has been rated top in both the first/business class and premium economy categories. According to Michael Taylor, senior managing director of travel, hospitality, retail, and customer service at J.D. Power, friendly and helpful staff are key takeaways from this year’s study on airline customer satisfaction.
The study evaluated customer satisfaction based on seven key categories including airline staff, digital tools, ease of travel, on-board experience, level of trust, pre/post-flight experience and value for price paid. The survey was conducted between March 2023 and March 2024 with feedback from 9,582 passengers who had flown within a month prior to being surveyed.
Southwest received the highest score of 685 on a 1,000-point scale among the 11 airlines included in the economy cabin survey. Delta followed closely behind with 651 points while Allegiant surprisingly ranked third with 633 points. Frontier received the lowest score of 472 while Spirit was second to last with 507 points in the economy class category. In contrast, Delta led with 743 points in the first/business class category while JetBlue came second with 736 points. Air Canada ranked last with only 629 points in this category. Moreover, Delta once again took top spot in premium economy category with an impressive score of