DALLAS- JetBlue Airways (B6) and Southwest Airlines (WN) are leading the U.S. airline industry in 2025, according to a new J.D. Power study.
Based on feedback from over 10,000 flyers, the report ranks North American airlines by customer satisfaction across first/business, premium economy, and economy classes.
J.D. Power’s 2025 North America Airline Satisfaction Study highlights strong performance from carriers like Delta Air Lines (DL) and Alaska Airlines (AS), while American Airlines (AA) and Frontier Airlines (F9) trail in multiple categories.
Airports like John F. Kennedy (JFK) and Hartsfield-Jackson Atlanta (ATL) continue serving as key hubs for top-performing airlines.
Top US Airlines for 2025
The J.D. Power study, conducted annually since 1993, evaluates airlines based on onboard service, ease of travel, and value for money, segmenting results by cabin class since 2022.
The 2025 report shows a six-point increase in overall satisfaction compared to 2024, reflecting slight improvements in perceived value and trust in on-time performance.
Despite recent industry turbulence, including pilot shortages and tariff concerns, top airlines continue to excel by prioritizing customer experience.
First/Business Class Excellence
| Rank | Airline | Score |
|---|---|---|
| 1. | JetBlue Airways (B6) | 738 |
| 2. | Delta Air Lines (DL) | 724 |
| 3. | Alaska Airlines (AS) | 709 |
| 4. | United Airlines (UA) | 690 |
| 5. | Air Canada (AC) | 686 |
| 6. | American Airlines (AA) | 684 |
JetBlue Airways (B6) leads the first/business class category with a score of 738 out of 1,000, reclaiming the top spot from 2023.
Its Mint experience, featuring lie-flat seats and elevated dining, earns high praise. Michael Taylor, J.D. Power’s travel intelligence lead, notes that JetBlue’s focus on staff training fosters emotional connections with passengers, enhancing loyalty.
Delta Air Lines (DL), scoring 724, takes second place, followed by Alaska Airlines (AS) at 709. American Airlines (AA), with 684, ranks lowest.
Premium Economy Standouts
| Rank | Airline | Score |
|---|---|---|
| 1. | Delta Air Lines (DL) | 717 |
| 2. | JetBlue Airways (B6) | 699 |
| 3. | Alaska Airlines (AS) | 691 |
| 4. | United Airlines (UA) | 652 |
| 5. | American Airlines (AA) | 650 |
| 6. | Air Canada (AC) | 616 |
| 7. | WestJet (WS) | 614 |
Delta Air Lines (DL) secures the top spot in premium economy for the third consecutive year, scoring 717. Investments in staff training create a personalized, customer-focused experience.
JetBlue (B6) and Alaska Airlines (AS), scoring 699 and 691, respectively, perform strongly despite lacking traditional international premium products, as passengers value legroom and consistency. WestJet (WS), with 614, ranks last.
Economy/Basic Economy
| Rank | Airline | Score |
|---|---|---|
| 1. | Southwest Airlines (WN) | 694 |
| 2. | JetBlue Airways (B6) | 663 |
| 3. | Delta Air Lines (DL) | 662 |
| 4. | Alaska Airlines (AS) | 645 |
| 5. | Allegiant Air (G4) | 636 |
| 6. | United Airlines (UA) | 603 |
| 7. | American Airlines (AA) | 597 |
| 8. | Air Canada (AC) | 561 |
| 9. | WestJet (WS) | 537 |
| 10. | Spirit Airlines (NK) | 526 |
| 11. | Frontier Airlines (F9) | 520 |
Southwest Airlines (WN) dominates economy/basic economy for the fourth year, scoring 694, due to customer-friendly policies like two free checked bags and no change fees.
However, Taylor warns that upcoming changes, including baggage fees and assigned seating starting May 28, 2025, may affect its ranking.
JetBlue (B6) and Delta (DL) follow with 663 and 662, respectively. Frontier Airlines (F9), scoring 520, ranks last despite recent product updates.
Trends Influencing Passenger Satisfaction
Despite concerns over tariffs, pilot shortages, and economic uncertainty, overall airline satisfaction has risen by six points over 2024.
The increase is attributed to slightly improved perceptions of value and reliability. Passengers noted better on-time performance and improved in-flight experiences.
However, experts caution that this trend may not continue. If demand softens and ticket prices remain stable, satisfaction could improve due to fewer crowded flights. But any price hikes might erode goodwill.
Safety remains a top priority, and the public’s confidence in aviation persists despite isolated incidents.
The industry’s overall safety record, reinforced by strict regulatory compliance, contributes to ongoing trust in air travel.
Looking Ahead
The 2025 airline rankings underscore the importance of customer service, value, and trust.
Airlines like JetBlue and Delta show that investments in people and experience can translate into passenger loyalty.
Meanwhile, policy changes, such as Southwest’s upcoming baggage fees, could reshape perceptions in the near future.
As the industry stabilizes post-pandemic, customer-focused strategies remain the key to maintaining satisfaction in a competitive environment.
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