IF you’re flying in economy this summer, three airlines just got a major thumbs up, and a few others were slammed.
The rankings come from a study that looked at what real passengers had to say about their flying experience.
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The 2025 North America Airline Satisfaction Study by JD Power surveyed more than 10,000 travelers between March 2024 and March 2025.
It measured everything from the quality of airline staff to overall trust and the value passengers felt they were getting for their money.
Southwest, JetBlue, and Delta were named the top three airlines for economy and basic economy satisfaction.
Dallas-based Southwest came out on top for the fourth year running.
Southwest also took first place in major areas like Airline Staff and Level of Trust.
But there’s a catch: the survey didn’t account for the airline’s new policy that ends free checked bags for flyers.
That decision has already sparked outrage from passengers, many of whom took to social media to complain.
At the bottom of the rankings were Frontier, Spirit, WestJet.
Air Canada and American Airlines were also ranked among the lowest.
The study also broke down rankings for other seat classes.
JetBlue led the pack in first or business class, with Delta and Alaska Airlines behind it.
Delta’s Comfort+ won top marks in premium economy, known for offering extra legroom, wine, beer, and premium snacks.
The study found that fewer than 10 percent of passengers experienced a problem with their flight.
Among those who did, the most common issue was delays.
Southwest Airlines Statement
Southwest Airlines Co. is recognized by J.D. Power as the Best Airline for Economy Class Customer Satisfaction for the fourth consecutive year, highlighting the airline’s unwavering commitment to its Customers. Southwest Airlines was named the Most Satisfying Economy Air Travel Experience in the JD Power 2025 North America Airline Satisfaction Study and No. 1 in Airline Staff and Level of Trust.
“We’re honored to receive this ranking for a fourth year since it celebrates our Customer-friendly choices and our legendary Hospitality,” said Bob Jordan, President, Chief Executive Officer, and Vice Chairman of the Board of Directors at Southwest Airlines. “Our Employees have always been Southwest’s differentiator, and this award reflects their continuous dedication to serving our Customers.”
An exemplary Customer Experience starts with running a safe, reliable operation, and the airline is pleased to have the lowest ratio of consumer inquiries about airline service, as reported by the U.S. Department of Transportation (DOT). 2
“Our Southwest Team continues to deliver a unique combination of unrivaled Customer Service with top-ranking operational performance,” said Andrew Watterson, Chief Operating Officer at Southwest Airlines. “It’s our Employees who turn first-time Southwest Customers into loyalists, and they deliver on our Purpose of connecting People to important moments in their lives with friendly, reliable, low-cost air travel.”
The J.D. Power study surveyed 10,224 Passengers who flew a major airline in North America between March 2024 and March 2025.
Source: Southwest Airlines
“Throughout our one-year study period, we’ve seen a slight decline in both ticket prices and passenger volume, which has helped keep overall passenger satisfaction levels high,” said Michael Taylor, senior managing director at J.D. Power.
“Airlines will likely have a tougher year this year, economically, but the key to their longer-term success will be how well they manage economic headwinds without compromising on customer experience.”
Southwest CEO Bob Jordan said the ranking is a win for the airline’s customer-first approach.
“We’re honored to receive this ranking for a fourth year since it celebrates our Customer-friendly choices and our legendary Hospitality,” he said.
“Our Employees have always been Southwest’s differentiator, and this award reflects their continuous dedication to serving our Customers.”
“It’s our Employees who turn first-time Southwest Customers into loyalists,” COO Andrew Watterson added.
