DALLAS- According to the latest J.D. Power study, JetBlue Airways (B6) and Southwest Airlines (WN) are soaring to the top of the U.S. airline industry in 2025. This insightful report, based on feedback from over 10,000 travelers, ranks North America’s airlines on customer satisfaction across several classes: first/business, premium economy, and economy.
The findings highlight remarkable performances by established carriers like Delta Air Lines (DL) and Alaska Airlines (AS), while American Airlines (AA) and Frontier Airlines (F9) fall short in various categories. Key airports such as John F. Kennedy (JFK) and Hartsfield-Jackson Atlanta (ATL) remain critical hubs for these top-performing airlines.
Top US Airlines for 2025
The J.D. Power study, an annual tradition since 1993, assesses airlines based on a trifecta of factors: onboard service, ease of travel, and overall value for money. Notably, this year’s report showcases a six-point increase in overall satisfaction compared to 2024, indicating improvements in perceived value and confidence in on-time performances.
Despite facing recent turbulence, including pilot shortages and tariff issues, these leading airlines continue to excel, placing a premium on enhancing the 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 climbs to the top of the first/business class category with an impressive score of 738 out of 1,000, reclaiming its crown from 2023. Its Mint experience is often lauded for its lie-flat seats and gourmet dining options. As noted by Michael Taylor, J.D. Power’s travel intelligence lead, JetBlue’s emphasis on staff training fosters emotional connections with passengers—crucial for building lasting loyalty.
Challenging JetBlue, Delta Air Lines follows closely with a score of 724, while Alaska Airlines secures third place at 709. Regrettably, American Airlines, at 684, ranks lowest in this category.
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 proudly holds the top position in the premium economy class for the third consecutive year, scoring an impressive 717. Its commitment to staff training ensures a personalized experience that resonates well with travelers. Meanwhile, JetBlue (score: 699) and Alaska Airlines (score: 691) also shine despite lacking traditional international premium offerings, thanks to their spacious legroom and consistent service. WestJet, however, lands at the bottom with a score of 614.
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 secures its position at the top of the economy/basic economy category for the fourth year in a row, scoring 694. Its emphasis on customer-friendly policies, such as two free checked bags and no change fees, contributes to its success.
However, Michael Taylor warns that upcoming changes, including the introduction of baggage fees and assigned seating starting May 28, 2025, could impact its ranking. Following closely are JetBlue (score: 663) and Delta (score: 662), while Frontier Airlines, at the bottom with 520, struggles to improve despite recent updates.
Trends Influencing Passenger Satisfaction
Amid concerns over tariffs, pilot shortages, and economic uncertainty, overall airline satisfaction has seen a notable rise of six points over 2024. This uptick can be attributed to better perceptions of value and reliability, with passengers reporting enhancements in on-time performance and in-flight experiences.
Experts caution, however, that this positive trend might not last indefinitely. If travel demand decreases and ticket prices stabilize, satisfaction could further improve due to less crowded flights. Conversely, any price increases might undermine customer goodwill.
Passenger safety remains paramount, as confidence in aviation persists despite occasional incidents. The industry’s solid safety record, bolstered by stringent regulations, helps maintain public trust in air travel.
Looking Ahead
The 2025 airline rankings highlight the critical role of customer service, value, and trust in the industry. Airlines like JetBlue and Delta illustrate how strategic investments in people and customer experience can foster passenger loyalty.
As we move forward, potential policy changes—such as Southwest’s impending baggage fees—could reshape public perceptions. With the airline industry gradually stabilizing post-pandemic, customer-centric strategies remain essential for sustaining satisfaction in a fiercely competitive landscape.
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