J.D. Power’s 2024 North America Airlines Satisfaction Study has revealed that Southwest Airlines is the most satisfied airline among economy class customers in North America, while Delta Airlines leads the way in both the first/business and premium economy categories. The study evaluated customer satisfaction across 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. Among the 11 airlines included in the economy cabin survey, Southwest received the highest score of 685 on a 1,000-point scale. Delta followed closely behind with 651 points while Allegiant surprised many by ranking third with 633 points. Frontier received the lowest score of 472 while Spirit came in second to last with 507 points. In the first/business class category, Delta led with an impressive score of 743 points, beating JetBlue by just four points at 736 points. Air Canada ranked last in this category with a disappointing score of only 629 points while United managed to come in fourth place with a decent score of 641 points.
In the premium economy category, Delta once again emerged as the top performer with a score of 716 points while Alaska came in second place with a slightly lower score of only
