Alaska Airlines, Southwest Ranks Highest in Airline Satisfaction

June 7, 2018 Updated: June 7, 2018
FONT BFONT SText size

Overall passenger satisfaction with airlines has improved for the seventh consecutive year, according to the J.D. Power 2018 North America Airline Satisfaction Study.

“With a single exception, airlines in North America show consistent improvements across all the factors, from booking a ticket to handling luggage,” said Michael Taylor, travel practice lead at J.D. Power, in a press release. “Operationally, it’s never been a better time to fly.”

He adds that passengers are perceiving greater value in ticket prices, and that check-in has never been easier. Baggage-handling performance has also improved.

If there is a gap between expectations and reality, it is with in-flight services, including food, beverage, and entertainment systems. Keeping up with Wi-Fi technology, to enable connectivity for personal devices, remains an expensive challenge.

Among traditional airlines, Alaska Airlines ranks the highest for the 11th consecutive year; Delta comes in second. Among low-cost carriers, Southwest Airlines ranks highest for the second consecutive year, followed by JetBlue Airways.

The study, now in its 14th year, surveyed 11,508 passengers who flew on a major North American airline between March 2017 and March 2018.