JD Power released the 2018 North America Airline Satisfaction Study today. This is the 14th year the study has been conducted. It found that overall consumer satisfaction with airlines was at an all-time high. Airlines scored 762 points out of a possible 1,000. That’s an increase of 6 points over the previous year and continues a seven-year upward trend.
Southwest Airlines is the winner once again this year in the ranking of best airlines. It received the highest score both overall and among low-cost airlines, with 818 points. JetBlue finished second with 812 points. Alaska Airlines received the highest score for a traditional airline for the 11th year in a row, with 775 points. According to JD Power, Southwest Airlines benefited greatly from its recent investments in new aircraft, while Alaska’s score received a bump for its more spacious overhead bins.
Delta scored the highest among the US’s three legacy carriers, with 767 points, while United scored the lowest, with 708 points; American finished with 729 points.
The carriers showing the most improvement in overall customer satisfaction from last year are Allegiant, which increases 58 points to 725, and Air Canada, which increases 25 points to 734.
The study measures passenger satisfaction among both business and leisure travelers, and is based on responses from 11,508 passengers who flew on a major North American airline between March 2017 and March 2018. The study was fielded between April 2017 and March 2018.
Here’s the rankings:
HT: JD Power