It’s an unfortunate truth that air travel has become an overall frustrating experience. With shrinking seats, crowded flights, and rising fees for services like checking a bag, it’s enough to make even the most savvy of travelers exasperated. But a select number of airlines continue to stand out from the rest, with refreshingly smooth operations and passenger-friendly cabins.
A recent survey from data analytics firm J.D. Power asked thousands of fliers how satisfied they were with air carriers in the US and Canada—and the results show at least a couple airlines have earned passengers’ trust.
One bright spot in particular? Staff at specific airlines have earned a reputation for providing friendly and helpful customer service. “The big takeaway from this year’s study is the power of people to positively influence the overall flight experience,” Michael Taylor, J.D. Power’s senior managing director of travel, hospitality, retail and customer service, said in a statement. “Airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.” The airlines that scored the highest with passengers—Delta and Southwest—both made significant investments in “the people side of their business,” according to J.D. Power’s news release.
In addition to customer service, the nearly 10,000 passengers surveyed for the report also rated airlines on the ease of travel, level of trust, onboard experience, pre- and post-flight experience, digital tools, and value for price paid.
Delta dominated the survey’s premium segment, earning the top spot in both the first/business class and the premium economy categories. The Atlanta-based carrier has been investing in its onboard experience in recent years. In fall of 2022, it revamped its premium economy product, called Premium Select, adding features like more comfortable seats and premium amenity kits. Toward the front of the plane, the airline’s Delta One business class seats are beloved by fliers for their lie-flat design, comfy bedding, and fully closing doors. The seats have become so popular that Delta is expanding its Delta One offerings on its Airbus A350-900 aircraft, which operates long-haul routes. Beginning this summer, the airline will add eight more seats to the premium cabin, for a total of 40 Delta One seats.
In the economy segment, Southwest Airlines was once again the favorite among budget fliers for the third year in a row, no doubt scoring points for perks like two free checked bags, complimentary snacks, an open seating policy, and affordable fares. To learn how the rest of North America’s airlines fared in the 2024 survey, see below for the full ranking by cabin class.
First and business class
- Delta Air Lines
- JetBlue Airways
- United Airlines
- Alaska Airlines
- American Airlines
- Air Canada
Premium economy
- Delta Air Lines
- Alaska Airlines
- American Airlines
- JetBlue Airways
- WestJet
- United Airlines
- Air Canada
Economy and basic economy
- Southwest Airlines
- Delta Air Lines
- Allegiant Air
- Alaska Airlines
- JetBlue Airways
- American Airlines
- WestJet
- United Airlines
- Air Canada
- Spirit Airlines
- Frontier Airlines
