The world is huge

Don't miss any of it

Travel news, itineraries, and inspiration delivered straight to your inbox.

By proceeding, you agree to our Privacy Policy and Terms of Use.


JetBlue, Southwest Top in Customer Satisfaction

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

We hand-pick everything we recommend and select items through testing and reviews. Some products are sent to us free of charge with no incentive to offer a favorable review. We offer our unbiased opinions and do not accept compensation to review products. All items are in stock and prices are accurate at the time of publication. If you buy something through our links, we may earn a commission.

Top Fares From