May 19. A new study says JetBlue Airways and Southwest Airlines are the best carriers for customer satisfaction.
Analytics firm J.D. Power, which has tracked airline performance since 1993, published its annual North America Airline Passenger Satisfaction Study in May, revealing how airlines rank based on passenger feedback.
The company surveyed 7,004 people from March 2021 to March 2022 and analyzed carriers based on eight metrics: aircraft, baggage, boarding, check-in, cost and fees, flight crew, inflight services, and reservation.
Unlike previous years, J.D. Power took the study a step further and broke down the data by fare class, including first/business, premium economy, and economy/basic economy, to better gauge passenger expectations
The results show that JetBlue Airways is the top carrier. The company took first for both its Mint business class product and premium economy, counting its extra legroom seats as a premium cabin. Bringing up the rear for first/business is American Airlines, while Air Canada took last for premium economy.