In a world where flying has become synonymous with frustration and disappointment, there are still a few shining stars in the airline industry that are getting it right. According to the latest rankings from J.D. Power, Delta Airlines has emerged as the top-performing airline in North America, winning over customers with its exceptional service and overall value.
The annual study, which evaluates airlines based on customer satisfaction across various categories, including staff, digital tools, ease of travel, trust, pre-flight experience, onboard experience, and price, saw Delta Airlines take the lead in multiple areas. In the first/business class category, Delta scored an impressive 743, while in the premium economy tier, the airline secured a score of 716.
Not to be outdone, Southwest Airlines claimed the top spot in the economy/basic economy level with a score of 685, closely followed by Delta in second place with a score of 651. The study highlighted the importance of investing in staff training and recruitment, with Michael Taylor, senior managing director of travel, hospitality, retail, and customer service at J.D. Power, emphasizing the positive impact of friendly and attentive customer service.
The top five airlines in each category included familiar names like JetBlue Airways, United Airlines, Alaska Airlines, and American Airlines, showcasing a mix of legacy carriers and newer players in the industry. With customer satisfaction at the forefront, these airlines are setting the standard for a more enjoyable and stress-free flying experience.