Satisfaction with North American airlines rose over the past year, according to the JD Power 2026 North America Airline Satisfaction Study. Overall scores rose eight points (on a 1,000-point scale) year over year, with improvement occurring across all segments. However, as airfares have begun to rise in 2026, said the report, airlines may soon find it difficult to offset high costs with great service.

Michael Taylor, senior managing director of travel, hospitality, retail and customer service at JD Power, said, “Despite many challenges, the airlines returned to basics of passenger communication, friendly service and providing slightly better value for money compared to past years.”

The big question now, said Taylor, is how long that can continue. With airfare prices for some routes tripling over the past few weeks and baggage fees increasing to cover rising fuel costs, said Taylor, “it is becoming increasingly difficult for airlines to continue to drive the high levels of customer satisfaction in this year’s study.”

Among the highlights of the study:

• The survey improvement was driven by a 17-point increase in satisfaction among passengers flying in first and business classes; a 14-point increase in satisfaction among passengers flying in premium economy class; and a six-point increase in satisfaction among passengers flying in economy and basic economy classes.
• Overall improvement in the passenger experience was driven by strong scores for on-board experience; day of travel pre-board and post-flight experience; and perception of value for price paid, underscoring how airline efforts to deliver on the basics of customer service and clear communication have succeeded in mitigating many of the frustrations travelers have encountered as a result of travel delays and rising costs.
• Just three points separate the highest-ranked (Southwest Airlines) and second highest-ranked (Delta Air Lines) airlines in the economy/basic economy segment. Southwest has dramatically changed its operating processes at the behest of shareholders.
• JetBlue Airways ranked highest in customer satisfaction in the first/business segment for a second consecutive year, with a score of 759. Delta Air Lines (750) ranked second and Alaska Airlines (720) third.
• Delta Air Lines ranked highest in customer satisfaction in the premium economy segment for a fourth consecutive year, with a score of 736. Alaska Airlines (720) ranked second and JetBlue Airways (701) third.
• Southwest Airlines ranked highest in customer satisfaction in the economy/basic economy segment for a fifth consecutive year, with a score of 670. Delta Air Lines (667) ranked second and JetBlue Airways (655) third.

The study measured passenger satisfaction with carriers in North America based on performance in seven core dimensions on a poor-to-perfect six-point rating scale. Individual elements measured are (in alphabetical order): airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid. The study measures passenger satisfaction in three segments — first/business; premium economy; and economy/basic economy.

The 2026 study is based on responses from 10,914 passengers. Passengers needed to have flown on a major North America airline within the past month of completing a survey. The study was fielded from March 2025 through March 2026.