Southwest Airlines Tops J.D. Power’s 2024 North America Airlines Satisfaction Study in Economy Class

The 2024 North America Airlines Satisfaction Study conducted by J.D. Power has recognized Southwest Airlines as the airline with the highest level of customer satisfaction in the economy class among all North American airlines. Delta Airlines, on the other hand, was rated top in both the first/business class and premium economy categories.

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. Feedback from 9,582 passengers who had flown within a month prior to being surveyed was used to determine these scores.

Among the 11 airlines included in the economy cabin survey, Southwest received the highest score of 685 on a 1,000-point scale. Delta followed in second place with 651 points, while Allegiant surprisingly ranked third with 633 points. Frontier received the lowest score of 472, and Spirit was second to last with 507 points. In the first/business class category, Delta led with 743 points, surpassing JetBlue with 736 points. Air Canada ranked last with 629 points. Additionally, in the premium economy category, Delta again took the top spot with 716 points, beating Alaska with 687 points. Air Canada ranked last with 628 points