JetBlue, Southwest Top in Customer Satisfaction

According to the new J.D. Power study, travelers are more satisfied with their flight experiences than they were a year ago. And they’re especially happy with JetBlue and Southwest.

J.D. Power, best known for its annual customer-satisfaction rankings of car owners, this week released its new survey of customer satisfaction with the airlines.

According to the 2015 North America Airline Satisfaction Study, travelers are more satisfied with their overall flight experiences than they were a year ago. And last year, they were more satisfied than they were the previous year. In other words, there’s a positive trend, with airlines doing a better job of meeting their customers’ expectations.

That at least is the view of J.D. Power. An alternative reading of the results might be that the airlines have simply trained consumers to lower their expectations.

The satisfaction grades are based on airlines’ performance in seven categories, ranked in order of importance: cost and fees; in-flight services; boarding/deplaning/baggage; flight crew; aircraft; check-in; and reservations.

On a 1,000-point scale, satisfaction with the 11 largest North American carriers averaged 717 points, up from 712 points last year.

The scores and rankings:

  • JetBlue – 801
  • Southwest – 781
  • Alaska – 719
  • WestJet – 715
  • Delta – 709
  • AirTRan – 702
  • American – 700
  • Air Canada – 683
  • US Airways – 668
  • United – 665
  • Frontier – 659

Reader Reality Check

Are JetBlue and Southwest at the top of your list of satisfying airlines?

This article originally appeared on

By Tim Winship

After 20 years working in the travel industry, and 15 years writing about it, Tim Winship knows a thing or two about travel. Follow him on Twitter @twinship.

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