JD Power's 2025 North American Airline Satisfaction Study reports an increase in passenger satisfaction across the board, up six points from last year. JetBlue, Delta Air Lines, and Southwest Airlines are highlighted as the top performers, with JetBlue excelling in the first/business category, Delta leading in premium economy for the third year, and Southwest maintaining its lead in economy/basic economy segments. However, Southwest's ranking faces challenges due to recent customer backlash regarding policy changes on free checked bags. Other airlines like Frontier and Spirit rank significantly lower in satisfaction.
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.
JetBlue, Delta Air Lines and Southwest provide the highest customer satisfaction rate, with JetBlue leading in first/business, Delta in premium economy, and Southwest in economy.
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