Kristin Lessard & Steve Kelly

Kristin Lessard & Steve Kelly

Kristin & Steve, weekday mornings from 5-10!Full Bio


Best Airlines for Customer Satisfaction

Seems that airline passengers have been more unruly than usual over the past year or more so it’s no surprise to hear that a new report reveals that airline passenger satisfaction is down this year. 

  • The J.D. Power 2022 North America Airline Satisfaction Study is out, revealing (not surprisingly) that passenger satisfaction is down sharply in almost all areas.
  • Overall passenger satisfaction is at 798 out of 1,000, a drop of more than 20 points from last year.
  • Not surprising, satisfaction in airline costs have taken a major hit thanks to fuel costs and inflation.
  • Satisfaction with costs and fees in premium economy dropped 66 points this year, with economy/basic economy down 33 points and first/business down 21.
  • Satisfaction with food and beverage in premium economy is down 38 points, while it’s down 12 points in first/business, but actually up seven points in economy/basic economy.
  • When it comes to airlines themselves, Southwest is tops for customer satisfaction for economy and basic economy flights, scoring an 849 while JetBlue is tops for premium economy (851), business/first class (878).

Top Five Airlines For Customer Satisfaction (Economy/Basic Economy) 

  1. Southwest Airlines (849)
  2. JetBlue Airways (828)
  3. Delta Air Lines (813)
  4. Allegiant Air (803)
  5. Alaska Airlines (794)

Top Five Airlines For Customer Satisfaction (Premium Economy)

  1. JetBlue Airways (851)
  2. Delta Air Lines (837)
  3. Alaska Airlines (825)
  4. American Airlines (818)
  5. United Airlines (801)

Top Five Airlines For Customer Satisfaction (First/Business Class)

  1. JetBlue Airways (878)
  2. Alaska Airlines (876)
  3. Delta Air Lines (862)
  4. Air Canada (832)
  5. United Airlines (822)
Boeing 777 landing silhouette

Photo: Getty Images

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