The study found that overall satisfaction among passengers in North America increased by eight points year over year on a 1,000-point scale.
According to the findings, satisfaction improved by 17 points among passengers travelling in first and business class, by 14 points in premium economy and by six points in economy and basic economy.
The report highlighted improvements in the on-board experience, day-of-travel experience and perceived value for money as key contributors to higher satisfaction levels.
Michael Taylor, Senior Managing Director of Travel, Hospitality, Retail and Customer Service at JD Power, said airlines had focused on communication, customer service and value during a challenging operational environment.
“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.
He also noted that rising airfare prices and baggage fees may affect future satisfaction levels.
“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.”
The study found that airlines were able to improve passenger perceptions through stronger scores in areas including on-board experience, pre-board and post-flight processes, and value for price paid.
In the economy and basic economy segment, only three points separated the top-ranked airline, Southwest Airlines, from second-ranked Delta Air Lines. The report noted that Southwest has recently implemented operational changes, including the introduction of fees.
In the first and business class segment, JetBlue Airways ranked highest for a second consecutive year with a score of 759. Delta Air Lines ranked second with 750 points, while Alaska Airlines ranked third with 720 points.
Delta Air Lines ranked highest in the premium economy segment for a fourth consecutive year with a score of 736. Alaska Airlines ranked second with 720 points, followed by JetBlue Airways with 701 points.
Southwest Airlines ranked highest in the economy and basic economy segment for a fifth consecutive year with a score of 670. Delta Air Lines ranked second with 667 points, while JetBlue Airways ranked third with 655 points.
The study evaluated passenger satisfaction across seven core dimensions: airline staff, digital tools, ease of travel, level of trust, on-board experience, pre- and post-flight experience, and value for price paid.
The 2026 study was based on responses from 10,914 passengers who had travelled on a major North American airline within one month of completing the survey. The research was conducted between March 2025 and March 2026.
Tags: Airlines Michael Taylor, JD Power
