Find out how your favorite airline performed in a recent survey of customer satisfaction
This Airline Was Just Rated No. 1 for Customer Satisfaction
Updated on May 12, 2025
So far, 2025 has been off to a slow start for domestic air travel. During the first quarter of the year, fewer people took to the skies, and customers have lost quite a bit of confidence in airlines—at least North American ones. Chances are, travelers aren’t thrilled about all the new fees airlines have imposed on everything from choosing your seat to checking your bags. (Southwest’s new baggage policy, we’re looking at you.) And there’s evidence that the increased economic uncertainty due to President Trump’s on-again, off-again tariffs is resulting in Americans booking fewer flights, possibly in an attempt to save money. Not to mention the hot mess that is Newark Airport.
However, the one positive thing about decreased demand for air travel is that prices are also on the decline, and the combination of the two means that overall passenger satisfaction is trending upward. But which North American airline ranks the highest for customer service? A recent study determined the winner, and the results might surprise you.
Keep reading to find out which airline ranked the highest for customer satisfaction in 2025 and which airlines ranked the lowest.
Get Reader’s Digest’s Read Up newsletter for more travel, tech, cleaning, humor and fun facts all week long.
How were the rankings determined?
The rankings for the U.S. airline with the highest customer satisfaction level were determined by analyzing the results of the North American Airline Satisfaction Study conducted by J.D. Power. For the study, 10,224 passengers were surveyed between March 2024 and March 2025 within a month of completing a trip on a major North American airline.
The study measures how satisfied passengers are with airlines in North America based on seven key criteria, from poor to perfection, on a six-point rating scale. Those seven criteria include: airline staff, digital tools, ease of travel, level of trust, onboard experience, pre- and post-flight experience and value for the price paid.
J.D. Power’s study assessed customer satisfaction based on three segments: first or business class, premium economy, and economy or basic economy. Since not every airline offers all classes of service, some airlines were not included in the rankings for all three segments.
What U.S. airline ranked first for customer satisfaction?
And the winner is … JetBlue! JetBlue Airways ranked first for customer satisfaction for first-class and business-class travel. That means that if you’re planning to spring for premium airfare on a United States airline, JetBlue is the most splurge-worthy ticket.
As for premium economy, Delta Air Lines earned the top spot for customer satisfaction, and Southwest Airlines ranked the highest for economy and basic economy. These rankings just go to show that it’s worth considering which class of service you plan to fly before selecting an airline.
Why did JetBlue rank first?
JetBlue ranked first for customer service because it achieved the highest overall score out of all the airlines, scoring 738 points out of a possible 1,000. Some of the biggest trends that emerged from this year’s study lend some insight into why JetBlue was the undisputed best of the best for first- and business-class travelers. For starters, passengers who had a positive experience with airline staff tended to score airlines higher, meaning JetBlue personnel is likely delivering world-class customer service.
Second, less than 10% of airline passengers who flew within North America had issues with their flight, which means they gave higher scores all around. So it’s safe to say that JetBlue customers were likely among the 90% who flew without experiencing any problems. Last, passengers typically associate a positive experience with brand loyalty, so JetBlue customers are definitely loyal. Earlier this year, in a separate report, JetBlue was named the world’s best hybrid airline, so its ranking in the new J.D. Power report should come as no surprise.
Which airline ranked lowest?
Out of all the North American Airlines that offer a first- or business-class product, American Airlines ranked lowest. The airline also found itself at the bottom of the pack for premium economy, placing fifth out of seven airlines, and placing seventh out of 11 airlines for economy or basic economy.
WestJet came in last place for premium economy, while budget airline Frontier came in last place for economy or basic economy.
What’s the full ranking of airlines?
Overall customer satisfaction was measured across three different classes of service: first or business class, premium economy, and economy or basic economy. Here’s how the airlines ranked in each of these different product categories, including their overall scores out of 1,000.
Overall Customer Satisfaction for First/Business Class
- JetBlue Airways (738)
- Delta Air Lines (724)
- Alaska Airlines (709)
- United Airlines (690)
- Air Canada (686)
- American Airlines (684)
Overall Customer Satisfaction for Premium Economy
- Delta Air Lines (717)
- JetBlue Airways (699)
- Alaska Airlines (691)
- United Airlines (652)
- American Airlines (650)
- Air Canada (616)
- WestJet (614)
Overall Customer Satisfaction for Economy/Basic Economy
- Southwest Airlines (694)
- JetBlue Airways (663)
- Delta Air Lines (662)
- Alaska Airlines (645)
- Allegiant Air (636)
- United Airlines (603)
- American Airlines (597)
- Air Canada (561)
- West Jet (537)
- Spirit Airlines (526)
- Frontier Airlines (520)
RELATED:
Why trust us
Reader’s Digest has published hundreds of travel stories that help readers explore the world safely, easily and affordably. We regularly cover topics such as the best places to visit (and the best times to visit them), tips and tricks to zoom through airport security, flight-attendant secrets, hotel-room hacks and more. We’re committed to producing high-quality content by writers with expertise and experience in their field in consultation with relevant, qualified experts. We rely on reputable primary sources, including government and professional organizations and academic institutions as well as our writers’ personal experiences where appropriate. We verify all facts and data, back them with credible sourcing and revisit them over time to ensure they remain accurate and up to date. Read more about our team, our contributors and our editorial policies.
Sources:
- J.D. Power: Airline Passenger Satisfaction Improves Slightly as Industry Confronts Economic Headwinds
- MarketWatch: “American travelers are booking fewer domestic flights in another warning sign for the economy”
