The best airline depends on where you sit, finds J.D. Power’s 2025 airline satisfaction survey
With bookings down, customer service might be more important this year.
- JetBlue, Delta and Southwest topped the 2025 J.D. Power airline satisfaction survey. JetBlue was the top carrier for first/business class service. Delta won the premium economy category and Southwest ranked highest with economy passengers.
The customer-service horse race between Delta Air Lines and JetBlue is once again neck and neck.
The two carriers both had something to brag about in the 2025 J.D. Power North American Airline Satisfaction Study. Delta, for the third year in a row, has topped the premium economy segment of the survey. JetBlue, however, regained the top spot for first/business class after dropping to second place last year.
Southwest Airlines once again topped customer satisfaction for economy/basic seats. That's the fourth year Southwest has ranked highest in that field.
“Throughout our one-year study period, we’ve seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,” Michael Taylor, senior managing director of travel, hospitality, retail and customer service at J.D. Power, said in a statement. “But it’s clear that market dynamics are changing and will likely affect passenger experience in the coming weeks and months."
Overall passenger satisfaction jumped six points last year, largely from strength in the economy section. Premium economy flyers were less happy, with satisfaction falling 7 points.
Less than 10% of the 10,224 passengers J.D. Power spoke with said they experienced problems last year, with flight delays being the most frequently cited.
With the cost of living set to spike due to tariffs, airlines are seeing fewer bookings in the first half of 2025. Customer satisfaction could be the magic bullet that helps some carriers gain ground as others struggle.
"Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience,” said Taylor.
Here’s a look at the top five airlines in each of the travel segments.
Top first/business class carriers
JetBlue
Delta Air Lines
Alaska Airlines
Top premium economy airlines
Delta Air Lines
JetBlue
Alaska Airlines
Top airlines for economy passengers.
Southwest Airlines
JetBlue
Delta Air Lines
This story was originally featured on Fortune.com
