JetBlue, Southwest top the JD Power charts for airline customer satisfaction in 2025
- Despite economic uncertainty, airline passenger satisfaction is up slightly from 2024, according to a J.D. Power survey.
- JetBlue ranked highest for business/first class satisfaction, while Southwest led in economy for the fourth consecutive year.
- Delta Air Lines also scored high, ranking second in business/first class and first in premium economy.
While airlines are facing some uncertainty amid the current economic turmoil, travelers themselves seem largely satisfied with the state of air travel.
According to J.D. Power’s North American airlines customer satisfaction survey for 2025, passenger satisfaction is actually up a few points over 2024.
However, the survey announcement was quick to note that changes in the industry and the downturn in consumer sentiment across the economy could erode those gains.
“Throughout our one-year study period, we’ve seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,” Michael Taylor, senior managing director of travel, hospitality, retail and customer service said in a statement. “But it’s clear that market dynamics are changing and will likely affect passenger experience in the coming weeks and months. Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience.”
Still, some airlines are seen more favorably than others. Here’s what travelers are saying this year.
J.D. Power surveyed 10,224 passengers who flew on a major North American airline within a month of responding, between March 2024 and March 2025.
JetBlue ranks high across the board
- JetBlue topped the chart in customer satisfaction for its business/first class cabins, and was second-best in the survey for its premium economy and standard economy product.
- Delta Air Lines ranked second for its business/first class product, and took top marks for its premium economy service.
- Alaska Airlines rounded out the top three in the premium segment, earning bronze recognition for both its business/first class and premium economy cabins.
Southwest is an economy fan favorite, again
- For the fourth year in a row, Southwest Airlines earned the top spot for economy passenger satisfaction, besting second place JetBlue and third place Delta.
- As Southwest prepares to change its economy offerings, adding extra legroom seating, eliminating free checked bags on many tickets, and switching to paid-for, assigned seating instead of its current first come, first served policy, it’s unclear if customers will continue to view the airline so favorably in future surveys.
J.D. Power said customer service is a key differentiator when it comes to customer satisfaction, and Southwest Airline executives have said on recent earnings calls that their people and hospitality will remain the same, even after policy changes are implemented.
Zach Wichter is a travel reporter and writes the Cruising Altitude column for Paste BN. He is based in New York and you can reach him at zwichter@usatoday.com.