The 2024 North America Airline Satisfaction Study conducted by J.D. Power surveyed close to 1,000 passengers to gather feedback on their experiences with various airlines. The evaluation included factors such as check-in, boarding, flight crew performance, entertainment services, food quality, and baggage handling. Customer satisfaction with airport lounges by carrier was also taken into consideration. Despite recent issues with delays and cancellations, travelers expressed that their biggest priority was not just arriving at their destination on time and at a reasonable cost, but also how they were treated by airline employees.
The study highlighted the significant impact that airline staff can have on the overall flight experience. Airlines that invested in staff training and recruitment were able to mitigate the negative effects of crowded airports and planes by providing excellent customer service. Southwest Airlines, which faced criticism for its holiday travel disruptions in 2022, ranked highest in economy customer satisfaction for the third consecutive year with a score of 685 out of 1,000. Following Southwest, Delta and Allegiant Air were ranked second and third in overall economy customer satisfaction, respectively.
In terms of first and business-class customers, Delta Airlines emerged as the top performer with a satisfaction score of 743, while JetBlue and Air Canada ranked second and third. Frontier Airlines, Spirit Airlines, and Air Canada were at the bottom of the rankings for economy customer satisfaction. Delta also received top honors for premium economy seating with a score of 716, making it the second year in a row that the carrier excelled in this category. On the other hand, Air Canada ranked last in the premium economy category, similar to their position in other customer satisfaction rankings.
Delta Airlines was recognized as the best airline in the US in 2023 by the Wall Street Journal, further solidifying its reputation for providing excellent service to customers. Alaska Airlines and American Airlines followed closely behind Delta in the rankings. Overall, the study emphasized the importance of positive interactions with airline staff in enhancing the flying experience for passengers. Airlines that prioritize employee training and customer service efforts are more likely to receive high satisfaction scores from travelers, even in the face of challenging circumstances such as flight delays and cancellations.
