Delta, Southwest Score Best In J.D. Power Airline Satisfaction Survey

10.05.2024 - 03:47 / forbes.com / Michael Taylor / Delta

It’s that time of year again when both students and airlines get their report cards. J.D. Power just released its 2024 edition of the North America Airline Satisfaction Study.

Delta and Southwest Airlines came out best, or as a cynic might say, least-worst, among North American airlines. Delta comes out on top in both the first/business segment and the premium economy segment, while Southwest comes out on top in the economy/basic economy segment.

The survey has been redesigned since last year, making potential year-over-comparison difficult. But the basics are similar; the J.D. Power study examines passenger satisfaction with airline carriers in North America based on performance in seven core dimensions.

The seven dimensions are airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid. Passengers were surveyed on their experiences in First/Business Class, Premium Economy, and Economy/Basic Economy. They were asked to rate their experience as poor, just OK, good, great, excellent and perfect.

It’s been a tough year for airlines, as domestic air passenger volume went up 9.4% year over year,, while airlines struggled with pilot shortages, cancellations, delays, and shortfalls in aircraft deliveries. Boeing’s woes are well known, affecting many domestic carriers that rely on the 737MAX like Southwest. But Boeing’s sole major competitor, Airbus, is also backed up delivering its A321 aircraft as well.

Michael Taylor, senior managing director of travel, hospitality, retail and customer service at J.D. Power adds, “COVID was a huge disruptor. Hot meals and other on-board services have not come back as far as they were before COVID.”

Nonetheless, according to the study, big investments by airlines in staff training and efforts to improve the overall flight experience with friendly, attentive service are helping some airlines deliver good customer experiences despite the crowds.

Delta Air Lines ranks highest in customer satisfaction in the first/business segment with a score of 743. JetBlue Airways (736) ranks second.

Delta also ranked highest in customer satisfaction in premium economy for a second consecutive year, with a score of 716. Alaska Airlines (687) ranks second and American Airlines (684) ranks third.

Southwest Airlines ranks highest in customer satisfaction in the economy/basic economy segment for a third consecutive year, with a score of 685. Delta Air Lines (651) ranks second and Allegiant Air (633) ranks third.

On the flip side, the bottom performer in the first/business segment was Air Canada, with a 629 score. That was over 110 points lower than top-rated Delta. Air Canada also brought up the rear in customer