2 airlines get high marks from customers

Survey notes benefits of investing in staff

Yes, some people like some airlines. And the key might just be treating travelers nicely.

Delta Air Lines and Southwest Airlines received top marks in J.D. Power’s North American airline customer satisfaction survey for 2024.

The results, announced Wednesday, noted that airlines investing in their staff are seeing more satisfied customers despite higher airfares compared to a year ago.

“There are many aspects to the overall air travel experience that airlines cannot control, but one area in which they can profoundly influence is the positive effect that airline staff has on passengers,” Michael Taylor, J.D. Power senior managing director of travel, hospitality, retail and customer service, said in a statement.

“The big takeaway from this year’s study is the power of people to positively influence the overall flight experience,” Taylor said. “Airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.”

According to the survey, passengers’ main priorities are getting to their destinations easily and safely. That outweighs even ticket price in determining travelers’ satisfaction with carriers.

J.D. Power conducted its survey between March 2023 and March 2024, polling 9,582 passengers who traveled on a major North American airline during that period.

Delta Air Lines scored highest in both the first/business class and premium economy segments in the J.D. Power survey, earning 743 points in the former and 716 points in the latter out of a possible 1,000. Delta’s strategy in recent years has emphasized premium service, and that position seems to be paying off.

Jetblue came in second in the first/ business class category with 736 points. The segment average was 701.

Air Canada scored lowest for its most premium cabins, earning 629 points.

In premium economy, Alaska Airlines took the second spot with 687 points, beating the segment average of 675.