Delta Airlines has been recognized for having the highest level of customer satisfaction in both the first/business class and premium economy categories, according to the 2024 North America Airlines Satisfaction Study conducted by J.D. Power. Meanwhile, Southwest Airlines was rated top in the economy class category. According to Michael Taylor, senior managing director of travel, hospitality, retail, and customer service at J.D. Power, friendly and helpful staff are crucial to providing a positive flight experience.
The study evaluated customer satisfaction based on 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 9582 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 1000-point scale. Delta followed closely behind with 651 points while Allegiant surprisingly ranked third with 633 points. Frontier received the lowest score of 472 while Spirit was second to last with 507 points.
In the first/business class category, Delta led with 743 points while JetBlue came in second place with 736 points. Air Canada ranked last with just 629 points.
When it comes to customer satisfaction in premium economy class Delta again took top spot scoring 716 points beating Alaska by only two points. Air Canada ranked last once again with just six percent less than delta but ahead of United who scored 641 points.
According to JD power main drivers of airline customer satisfaction are ease of travel and trust while price is also important but not as essential as other factors that contribute towards a seamless travel experience that make customers feel valued and respected throughout their journey which is crucial when it comes to building loyalty among frequent flyers
