Which US airlines fared worst in J.D. Power's customer satisfaction survey?
(WJET/WFXP) — The results of a 2025 study from J.D. Power shows that airlines are seeing an overall improvement in customer satisfaction.
Overall satisfaction among travelers on North American airlines during a 12-month period — March 2024 to May 2025 — was actually up 6 points over 2024, according to the data analytics firm. But it wasn't a consistent across the board.
The survey results showed that passengers who flew economy and basic economy were the most satisfied, driving an 8-point increase, while those in premium economy and business/first class were actually less satisfied year-over-year, dropping 7 points and 1 point, respectively.
Passengers weren't equally satisfied with carriers, either. J.D. Power's analysts surveyed more than 10,000 travelers to determine their satisfaction across seven areas, which the company lists as 'airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid.'
The results were also divided into three segments, with one each representing those who flew first/business class, premium economy and economy/basic.
This year, JetBlue Airways overtook Delta Air Lines in the first/business class category, taking the top spot in customer satisfaction with a score of 738 out of a scale of 1,000 points. Delta fell to second with 724 points, after it beat out JetBlue in last year's study.
For the premium economy segment, Delta took first place for the third year in a row with 717 points, with JetBlue coming in second with 699 points.
As for the economy and basic economy class, Southwest Airlines remains on top for a fourth consecutive year with 694 points, with JetBlue Airlines in second place with 663 points.
Another takeaway was that falling fares and less-crowded planes had 'helped keep overall passenger satisfaction levels high,' according to J.D. Power executive Michael Taylor.
'But it's clear that market dynamics are changing and will likely affect passenger experience in the coming weeks and months,' Taylor added. 'Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience.'
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