Thanks to huge demand, limited supply and surging airfares, business has been good for airlines recently, but it turns out, it hasn’t been good for customer satisfaction. J.D. Power’s 2023 North American Airline Satisfaction Study has just been released and it reveals that customer satisfaction is down significantly for the second year in a row.
- The research shows that overall passenger satisfaction is 791 out of 1,000, which is seven points lower than in 2022.
- Satisfaction in cost and fees has taken the biggest hit, falling 17 points from last year.
- One of the few areas showing improvement across the board is food and beverage, which is up 12 points from 2022.
- As for the airlines themselves, JetBlue is first in customer satisfaction in first class/business, with a score of 893. Delta ranks highest for customer satisfaction for premium economy, while Southwest tops the list for customer satisfaction in the economy/basic economy category for the second consecutive year.
Top Five Airlines for Customer Satisfaction: Economy/Basic Economy
- Southwest Airlines (827)
- Delta Air Lines (801)
- JetBlue Airways (800)
- Alaska Airlines (781)
- WestJet (777)
Top Five Airlines for Customer Satisfaction: Premium Economy
- Delta Air Lines (848)
- JetBlue Airways (840)
- Alaska Airlines (823)
- American Airlines (821)
- Air Canada (797)
Top Five Airlines For Customer Satisfaction: First/Business Class
- JetBlue Airways (893)
- Delta Air Lines (865)
- United Airlines (848)
- Alaska Airlines (833)
- Air Canada (830)
Source: J.D. Power