Latest news with #2025NorthAmericaAirlineSatisfactionStudy
Global News
08-05-2025
- Business
- Global News
Air Canada, WestJet still ranking low on customer satisfaction, study shows
Despite some improvements since last year, Air Canada and WestJet continue to place near the bottom of the list for customer satisfaction among top North American airlines in a newly released survey. According to the J.D. Power 2025 North America Airline Satisfaction Study, overall customer satisfaction is on the rise from the same period last year when looking at the averages from the top 11 air carriers. However, the findings are more mixed when examining each specific airline and segment, particularly with Air Canada and WestJet. 'That is indicative of some significant problems in how these airlines handle passengers,' Air Passenger Rights president Gabor Lukacs says. Global News requests for comment sent to both Air Canada and WestJet have yet to receive a response. Story continues below advertisement The study was conducted by polling more than 10,000 passengers from March 2024 to March 2025 and featured three class segments for air travel: first/business, premium economy and economy/basic. Those surveyed were asked to rate their level of satisfaction with airline staff, digital tools (check-in apps and terminals, company websites, in-flight entertainment, etc.), ease of travel, level of trust, on-board experience, pre/post-flight experience, and overall value for the price paid. 'The best airlines in our study have one thing in common: they make people feel like they're lucky to be flying and that they should be flying with this airline and then the airline is happy that they're a passenger,' JD Power airline study lead Michael Taylor says. Get daily National news Get the day's top news, political, economic, and current affairs headlines, delivered to your inbox once a day. Sign up for daily National newsletter Sign Up By providing your email address, you have read and agree to Global News' Terms and Conditions and Privacy Policy 'I think that with Canadians being just as darn friendly as they are — and they are — I think both Air Canada and WestJet could leverage their people skills a little bit more, and it would help them in the rankings.' 2:02 Canadians spend 3 days trying to get home from Mexico Customer satisfaction scores showed slight improvements for Air Canada over the past year in basic/economy travel, ranking eighth out of 11 airlines in the segment in 2025, compared with ninth place last year, as well as in the top-tiered class first/business, ranking fifth out of six airlines compared with last place in 2024. Story continues below advertisement Although posting a slightly lower score compared with last year in the premium economy category, Air Canada still managed to climb the rankings from last place out of seven airlines in 2024 to sixth this year. When it comes to WestJet, customers ranked Canada's second-largest air carrier lower in customer satisfaction for its two polled classes. For basic/economy, out of 11 airlines, WestJet placed ninth this year, versus seventh a year prior, and for premium economy out of seven airlines, it was ranked in last place this year compared with fifth in 2024. Once a publicly held company, meaning anyone could buy the company's stock and become a part-owner, in 2019, WestJet shareholders voted in favour of an offer to be acquired by Onex Corporation, which took the company private. 1:55 Cross-border traffic continues to drop as travellers face new checkpoint The summer travel season is expected to be especially busy for Canadians looking to fly, including with WestJet, as more travellers opt to explore domestic destinations rather than venture to the United States. In fact, WestJet has suspended several routes to the U.S. amid weakening demand. Story continues below advertisement 'Canadians are very accepting when things are wrong…. We are being perhaps too understanding with corporations,' says Lukacs, who encourages passengers to speak up if they feel they have been mistreated by an airline. 'I would recommend passengers to take cases to small claims court when there is some merit to it, and that does create some pressure because airlines have to deal with those complaints.' In some cases, these court proceedings with airlines have led to big payouts for passengers.
Time Out
08-05-2025
- Business
- Time Out
This airline is number one in customer satisfaction for 2025… for now
Just in time for the busy summer travel season, the J.D. Power 2025 North America Airline Satisfaction Study is out. Based on feedback from over 10,000 passengers, the survey highlights which airlines are getting it right—and which ones are falling short. 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.'
Business Wire
07-05-2025
- Business
- Business Wire
JetBlue Awarded Best Airline for First/Business Class Customer Satisfaction by J.D. Power
NEW YORK--(BUSINESS WIRE)--JetBlue (NASDAQ: JBLU) today proudly announced it has been ranked the top airline for first/business class customer satisfaction in the J.D. Power 2025 North America Airline Satisfaction Study. The award highlights the success of JetBlue's Mint ® premium experience, which has reshaped what travelers expect from business-class flying by offering comfort and standout service at a more competitive price point. JetBlue also ranked No. 1 in five of the seven dimensions evaluated by J.D. Power for first/business class, including on-board experience, airline staff, ease of travel, value for price paid and level of trust with airline, underscoring the excellence of the Mint experience and the airline's commitment to reliable, caring service. 'This honor reflects the incredible work of JetBlue's crewmembers, who are committed to delivering an exceptional Mint experience from the moment they book our high-value fares to when they seamlessly reach their destination,' said Marty St. George, president, JetBlue. 'Mint was built to shake up legacy premium travel, and this award demonstrates that our approach is working. Through our JetForward strategy, we're staying focused on what we do best by offering great service, expanding premium experiences and prioritizing reliability for our customers.' JetBlue's Mint Experience Mint brings a fresh take on premium travel, combining comfort, personal service and thoughtful design. Available on select long-haul routes, Mint offers a boutique-style flight experience that stands out from traditional first/business class offerings. Key features include: Hospitality-trained crewmembers who make every Mint customer feel at home Fully lie-flat seats with Tuft & Needle ® cushions, comforters and pillows Curated dining with restaurant-style small plates from NYC's Delicious Hospitality Group restaurants Legacy Records, Charlie Bird and Pasquale Jones 15-inch seatback screens with free movies, shows, live TV and more Premium benefits, including a dedicated Mint check-in line, priority security (at select airports), early boarding and preferred baggage claim Amenity kits by Caraa, packed with travel and wellness essentials This month, JetBlue continues to expand its Mint service with two new transatlantic routes from Boston Logan International Airport (BOS) to Edinburgh Airport (EDI) and Adolfo Suárez Madrid–Barajas Airport (MAD). The airline will later open its first-ever lounges at John F. Kennedy International Airport (JFK) and Boston Logan International Airport (BOS), giving transatlantic Mint customers a complimentary space to relax, play and work before their flight. Elevating the Experience for All Customers JetBlue also ranked No. 2 in both economy and premium economy, demonstrating strong performance across the airline's core experience. The airline's rise from fourth in premium economy and fifth in economy customer satisfaction last year reflects strong momentum in the airline's JetForward strategy with customer-focused initiatives across the entire travel ribbon. Earlier this year, the airline introduced EvenMore ®, a new premium experience for core customers that includes additional legroom and new benefits like dedicated overhead bin space, complimentary alcoholic drinks and a premium snack in addition to early boarding, and priority security. All of this comes on top of JetBlue's signature features for all customers: free high-speed Wi-Fi, seatback entertainment and free brand-name snacks and drinks. The J.D. Power North America Airline Satisfaction Study measures passenger satisfaction among business and leisure travelers of major airline carriers in North America with the entire air travel experience — from reservation to baggage retrieval — based on a recent flight experience. The study surveys more than 10,000 customers for passenger satisfaction based on performance in several dimensions: Day of Travel Pre/Post-Flight Experience, On-Board Experience, Ease of Travel with Airline, Digital Tools, Airline Staff, Value for Price Paid and Level of Trust with Airline. This is JetBlue's 23 rd J.D. Power honor. About JetBlue JetBlue is New York's Hometown Airline ®, and a leading carrier in Boston, Fort Lauderdale-Hollywood, Los Angeles, Orlando and San Juan. JetBlue carries customers to more than 100 destinations throughout the United States, Latin America, Caribbean, Canada and Europe. For more information and the best fares, visit
