JetBlue, Delta and Southwest Top JD Power Airline Rankings
May 7, 2026
JetBlue Airways, Delta Air Lines, and Southwest Airlines earned top rankings in their respective cabin categories in the latest JD Power North America Airline Satisfaction Study. The results reflect passenger expectations as US airlines push premium cabin products while retaining value in economy cabins.
The JD Power rankings are based on surveys of 10,224 passengers who flew between March 2024 and March 2025.
The annual survey rates airlines across several passenger experience categories, including staff, digital tools, ease of travel, trust, onboard experience, pre- and post-flight services, and value for money.
Premium cabin products drive passenger satisfaction
This year, JD Power determined that overall passenger satisfaction increased by 8 points across North American carriers.
Premium cabin products contributed significantly to the improvement with:
- 17-point increase in satisfaction among passengers in first and business class
- 14-point increase in satisfaction among passengers in the premium economy
- 6-point increase in satisfaction among passengers flying in economy and basic economy
According to the study, JetBlue ranked highest in the first/business class segment with a score of 738 out of 1,000, reclaiming the top position ahead of Delta Air Lines and Alaska Airlines. Delta retained its lead in premium economy for a third consecutive year, while Southwest Airlines once again led the economy/basic economy category.
JD Power 2025 Airline Satisfaction Rankings
| Segment | Top Airline | Score | Second Place | Third Place |
| First/Business | JetBlue Airways | 738 | Delta Air Lines (724) | Alaska Airlines (709) |
| Premium Economy | Delta Air Lines | 717 | JetBlue Airways (699) | Alaska Airlines (691) |
| Economy/Basic Economy | Southwest Airlines | 694 | JetBlue Airways (663) | Delta Air Lines (662) |
“Despite many challenges, the airlines returned to basics of passenger communication, friendly service and providing slightly better value for money compared to past years,” said Michael Taylor, senior managing director of travel, hospitality, retail and customer service at JD Power. “The big question now is how long that can continue. With airfare prices for some routes tripling over the past few weeks and baggage fees increasing to cover rising fuel costs, it is becoming increasingly difficult for airlines to continue to drive the high levels of customer satisfaction in this year’s study.”
JetBlue wins as airline competition for high-yield passengers intensifies
The rankings show how aggressively North American carriers are competing for higher-yield premium passengers.
JetBlue’s strong showing in first/business class reflects the popularity of its Mint premium product, which has become a key differentiator for the airline on transcontinental and transatlantic routes.
“This recognition reinforces what our customers already know: the service delivered by our crewmembers every day truly sets JetBlue apart from our competitors,” said Marty St. George, president, JetBlue. “Mint changed the game for premium travel by delivering a better experience at a better value, and we’re excited to keep building on that momentum. As we continue to evolve our premium offerings, including debuting our new first-class experience to domestic flying soon, we remain focused on giving customers more reasons to choose JetBlue.”
Delta is the only major network carrier to come close to JetBlue’s ranking, only nine points behind at 750. This reflects the success of the airline’s premium strategy, which includes premium seating and design-focused lounges. United (700) and American (698) are near the bottom of the list in this category, just beating Air Canada (694).
Premium Economy lead goes to Delta
Delta’s continued dominance in premium economy aligns with its high ratings for premium cabin products overall.
“Delta people deliver the world-class service and operational excellence that turn customers into loyal Delta flyers, and the airline continues to invest in experiences — both physical and digital — that further elevate the travel experience,” the airline said of its recognition in the JD Power rankings.
The premium push has become increasingly important as airlines try to offset higher operating costs. American Airlines and United have also been ramping up their premium seating, investing in major aircraft upgrades.
Southwest’s ranking faces a new test as passenger-friendly policy shifts
Southwest Airlines’ continued lead in economy/basic economy came before one of the airline’s biggest strategic shifts in decades: the decision to end its long-standing open seating and free checked bag policies. Southwest has long differentiated itself from rivals through its simplified pricing and customer-friendly policies.
“Earning the top spot for a fifth consecutive year is a powerful demonstration of the experience our People provide to our Customers,” said Tony Roach, Executive Vice President and Chief Customer and Brand Officer. “As we continue to evolve and introduce new enhancements at Southwest, this recognition reflects the consistency, care, and reliability our Employees bring to every Customer interaction, every day.”
The airline ranked especially highly for airline staff and customer trust, according to the JD Power study. But the policy shift has impacted the airline’s results, bringing it closer to competitors.
“Just three points separate the highest-ranked (Southwest Airlines) and second highest-ranked (Delta Air Lines) airlines in the economy/basic economy segment,” JD Power states. “Southwest has dramatically changed its operating processes at the behest of shareholders. The introduction of fees has traditionally had a major effect on satisfaction with airline performance.”
At the lower end of the economy/basic economy rankings, the now-defunct Spirit Airlines, WestJet, and Frontier Airlines struggled with customer satisfaction.
Passenger experience matters
JD Power’s rankings have become an important benchmark for airlines. Customer satisfaction with the passenger experience improves loyalty program engagement and premium upselling opportunities, driving revenue growth.
The pressure to attract high-revenue airline passengers is driving airlines to invest more heavily in cabin retrofits, airport lounges, in-flight WiFi, and premium seating products, even as rising fuel costs put pressure on fares, clouding the outlook for airlines in 2026.
Featured Image: JetBlue
