According to the 2024 North America Airlines Satisfaction Study conducted by J.D. Power, Southwest Airlines has been recognized for having the highest level of customer satisfaction in the economy class among all North American airlines. Meanwhile, Delta Airlines 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. The survey was conducted between March 2023 and March 2024, with feedback from 9,582 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 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