This airline is number one in customer satisfaction for 2025… for now
Southwest Airlines has earned the number one spot in the economy category for the fourth year running. Whether the airline can hang on to that accolade is yet to be seen, however, as the recent decision to drop their free checked bags perk —which was met with widespread disappointment—wasn't reflected in this survey.
JetBlue dominated in first/business class, while Delta's Comfort+ topped the premium economy category with its extra legroom, complimentary drinks and premium snacks. Alaska Airlines also made a strong showing in the premium categories.
The survey also reveals the airlines that could stand to improve their customer relations. Spirit, Frontier, WestJet, Air Canada and American Airlines rounded out the lowest-ranked carriers in the economy segment.
Despite chaotic airports and more frequent delays, overall airline passenger satisfaction has increased. Economy class made significant gains thanks to better interactions with airline staff. Frontline service and customer perks go a long way toward keeping customers satisfied.
'Throughout our one-year study period, we've seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,' Michael Taylor, J.D. Power's senior managing director of travel, hospitality, retail, and customer service, said in a statement. 'But it's clear that market dynamics are changing and will likely affect passenger experience in the coming weeks and months. 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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