It’s been yet one more rocky 12 months for air journey within the wake of a sequence of devastating accidents and financial uncertainty that’s beginning to impression journey demand. However regardless of the challenges, total passenger satisfaction with North American airways was up six factors (on a 1,000-point scale) in comparison with final 12 months, based on the J.D. Energy’s 2025 North America Airline Satisfaction Research, which was launched on Wednesday launched.
“A slight decline in each ticket costs and passenger quantity” has “helped maintain total passenger satisfaction ranges excessive,” based on Michael Taylor, senior managing director of journey, hospitality, retail, and customer support for J.D. Energy.
However he added that “market dynamics are altering and can probably have an effect on passenger expertise within the coming weeks and months. Airways will probably have a harder 12 months this 12 months, economically. . . . The important thing to their longer-term success will probably be how properly they handle financial headwinds with out compromising on buyer expertise.”
The truth that total passenger satisfaction is up in comparison with the research’s 2024 outcomes is due partly to improved rankings for the again of the aircraft, of all locations (financial system and primary financial system, particularly, obtained greater marks this 12 months than in 2024), and improved encounters with airline employees and crew. Plus, a comparatively small variety of passengers (10 p.c) mentioned they’ve skilled critical issues with their flights over the previous 12 months, reminiscent of main delays and/or cancellations.
The survey divides airways into three classes: first and enterprise class; premium financial system; and financial system and primary financial system. So, which airways have been greatest in school for every class of service? This 12 months, JetBlue Airways, which not too long ago unveiled plans to convey a first-class cabin to its home flights, ranked highest for first and business-class service—JetBlue calls this its Mint class. The airline ousted Delta Air Traces, which ranked No. 1 for its front-of-the-plane providing final 12 months. Delta did, nonetheless, grasp onto its high spot for its premium financial system providing (it occurs to be one among Afar editors’ favourite premium financial system service). And regardless of quite a few basic modifications which can be at the moment underway at Southwest, the airline hung onto its first-place spot within the financial system and primary financial system class.
The report was based mostly on a survey carried out from March 2024 to March 2025 that gathered responses from 10,224 passengers who had flown with a serious North American airline inside the previous month.
For the 2025 North America Airline Satisfaction Research, total passenger satisfaction was measured based mostly on these seven elements:
- Airline employees
- Digital instruments
- Ease of journey
- Stage of belief
- Onboard expertise
- Pre- and post-flight expertise
- Worth for value paid
Within the J.D. Energy 2025 North America Airline Satisfaction Research, the factors are based mostly on a 1,000-point scale. Right here’s how the airways stacked up.
One of the best North American airways for first and enterprise class
- JetBlue Airways (738 factors)
- Delta Air Traces (724 factors)
- Alaska Airways (709 factors)
- United Airways (690 factors)
- Air Canada (686 factors)
- American Airways (684 factors)
One of the best North American airways for premium financial system
- Delta Air Traces (717 factors)
- JetBlue Airways (699 factors)
- Alaska Airways (691 factors)
- United Airways (652 factors)
- American Airways (650 factors)
- Air Canada (616 factors)
- WestJet (614 factors)
One of the best North American airways for financial system and primary financial system
- Southwest Airways (694 factors)
- JetBlue Airways (663 factors)
- Delta Air Traces (662 factors)
- Alaska Airways (645 factors)
- Allegiant Air (636 factors)
- United Airways (603 factors)
- American Airways (597 factors)
- Air Canada (561 factors)
- WestJet (537 factors)
- Spirit Airways (526 factors)
- Frontier Airways (520 factors)
This story was initially printed in Could 2023 and was up to date on Could 7, 2025, to incorporate present info.