After placing second behind JetBlue for the past two years, Delta Air Lines once again can claim bragging rights to topping J.D. Power’s North American Airline Satisfaction Study.
The 2024 report, released Wednesday, saw Delta ranking highest in customer satisfaction in both the first/business class segment and in the premium economy segment. Southwest Airlines took top honors in customer satisfaction among basic economy flyers.
“There are many aspects to the overall air travel experience that airlines cannot control, but one area in which they can profoundly influence is the positive effect that airline staff has on passengers,” said Michael Taylor, senior managing director of travel, hospitality, retail and customer service at J.D. Power. “The big takeaway from this year’s study is the power of people to positively influence the overall flight experience. Airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.”
The 2024 study, which spoke with 9,582 passengers, was different from previous years. This year, Power measured satisfaction in seven categories: airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid. In addition, rankings were split between the three passenger segments.
With airfare prices on the rise, passengers are looking for a hassle-free experience, the survey found. Ease of travel and trust were more important than cost for many flyers. That worked in the favor of both Southwest and Delta, which have made “substantial” investments in the people side of their business, Power noted.
Media coverage also played a role in the results, as carriers that were the subject of negative news stories saw their trust scores plunge.
Here’s a look at the top five airlines in each of the travel segments.
Top first/business class carriers
Delta Air Lines
JetBlue
United Airlines
Alaska Airlines
American Airlines
Top premium economy airlines
Delta Air Lines
Alaska Airlines
American Airlines
JetBlue
WestJet
Top airlines for economy passengers.
Southwest Airlines
Delta Air Lines
Allegiant Air
Alaska Airlines
JetBlue