Despite heavy flight delays, packed airports and climbing ticket prices, North American airlines have still managed to win over passengers. Overall satisfaction rose 8 points on a 1,000-point scale in 2026, with gains across every cabin class, according to J.D. Power’s latest annual North America Airline Satisfaction Study.
The study surveyed over 10,900 passengers who had flown on a major North American airline. Carriers are scored across seven factors:
- Airline staff
- Digital tools
- Ease of travel
- Level of trust
- On-board experience
- Pre/post-flight experience
- Value for price paid
The gains may be short-lived, however. J.D. Power senior managing director Michael Taylor noted that fares on some routes have tripled in just the past few weeks, and baggage fees are climbing alongside fuel costs.
“It is becoming increasingly difficult for airlines to continue to drive the high levels of customer satisfaction in this year’s study,” he said in a summary of the findings.
Here are the highest-rated North American airlines in three categories — starting with the economy/basic economy class.
Economy/basic economy class
The average customer satisfaction score among airlines offering the most-traveled fare in the economy/basic economy class — aka coach — is 627 on a 1,000-point scale. That’s up 6 points from 2025. Here are the airlines that exceed that score:
- Southwest Airlines: 670
- Delta Air Lines: 667
- JetBlue Airways: 655
- Alaska Airlines: 648
- Allegiant Air: 630
Southwest Airlines leads for the fifth consecutive year, though its margin over second-place Delta has narrowed to just 3 points. J.D. Power notes that Southwest has overhauled its operating model under shareholder pressure, and that new fees — which Southwest has historically avoided — tend to weigh on customer satisfaction scores. Read more about Southwest’s changes here.
Here are the economy class airlines that scored below average:
- American Airlines: 624
- United Airlines: 608
- Air Canada: 576
- Spirit Airlines: 560
- WestJet: 553
- Frontier Airlines: 533
Premium economy
Satisfaction in this segment rose 14 points from 2025, with an average customer satisfaction score of 682 out of 1,000. Here are the airlines that beat the average:
- Delta Air Lines: 736
- Alaska Airlines: 720
- JetBlue Airways: 701
Delta Air Lines holds the top spot for the fourth year running, and the airline took the top ranking in the American Consumer Satisfaction Index’s 2026 Travel Study.
Here are the airlines that scored below average:
- United Airlines: 665
- American Airlines: 657
- WestJet: 641
- Air Canada: 633
First/business class
Passengers in first class reported the biggest jump in satisfaction, up 17 points from 2025 to an average customer satisfaction score of 717 out of 1,000. Here are the airlines that beat the average:
- JetBlue Airways: 759
- Delta Air Lines: 750
- Alaska Airlines: 720
This is the second consecutive year that JetBlue Airways has topped this segment.
Here are the airlines that scored below average:
- United Airlines: 700
- American Airlines: 698
- Air Canada: 694
Taylor says that airlines earned their marks this year by returning “to basics of passenger communication, friendly service and providing slightly better value for money compared to past years.”
But the airline industry faces some tough challenges as Iran conflict raises travel prices. And since Spirit Airlines has since ceased operations, passengers will likely see pricier airfare and fewer flight options.
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