The Top Ranked U.S. Airline Based On Customer Satisfaction
By BRIE SCHMIDT
In 2023, J.D. Power ranked North American airlines based on customer satisfaction and found that Southwest Airlines ranked highest in the "economy/basic economy" category.
Companies in the study were ranked using a passenger satisfaction survey that looked at baggage allowances, boarding experience, cost, flight attendant service, and other factors.
Southwest earned 827 customer satisfaction points out of 1,000 in the basic economy segment, beating out Delta Airlines and JetBlue (second and third place.)
Southwest Airlines goes against industry norms for the sake of customers. The airline has upgraded its inflight Wi-Fi, added more seat power outlets, and used larger overhead bins.
The airline is also known for its "Bags Fly Free" policy, where up to two free checked bags are allowed per passenger. They also use a one-of-a-kind open seating boarding process.
Southwest may offer top-notch customer service when it comes to basic economy, but in the premium economy list, Delta took the top spot. In business and first class, JetBlue won.