Despite rising fares and longer security lines, overall airline satisfaction rose in JD Power’s 2026 North American study. The firm surveyed more than 10,000 passengers who had flown on a major North American carrier within the prior month, between March 2025 and March 2026. Scores incorporate seven experience dimensions: airline staff, digital tools, ease of travel, level of trust, onboard experience, pre- and post-flight experience, and value for the price paid.
Top performers by cabin
First and business class
– JetBlue: 759
– Delta: 750
– Alaska Airlines: 720
– United Airlines: 700
– American Airlines: 698
– Air Canada: 694
Average score: 717
JetBlue again led first and business class, driven largely by its Mint product—lie-flat suites, privacy doors on select aircraft and elevated dining—and by new airport investments like the BlueHouse lounge at JFK, a planned lounge at BOS and a teased Florida location. Delta and Alaska followed in the rankings.
Premium economy
– Delta: 736
– Alaska: 720
– JetBlue: 701
– United: 665
– American: 657
– WestJet: 641
– Air Canada: 633
Average score: 682
Delta claimed premium economy for the fourth straight year with its Premium Select offering: larger seats, upgraded meals and Sky Priority airport benefits. JD Power grouped extra-legroom domestic seats into premium economy for scoring; Alaska’s enhanced domestic product—extra legroom plus perks such as early boarding and complimentary drinks—helped it score well while the carrier hints at a full international premium-economy rollout. JetBlue’s Even More Space remained competitive here.
Economy and basic economy
– Southwest: 670
– Delta: 667
– JetBlue: 655
– Alaska: 648
– Allegiant: 630
– American: 624
– United: 608
– Air Canada: 576
– Spirit: 560
– WestJet: 553
– Frontier: 533
Average score: 627
Southwest topped economy for the fifth consecutive year, though its lead over Delta narrowed to three points. Changes such as moving from open to assigned seating and introducing checked-baggage fees likely reduced its margin.
Context and takeaways
– Travelers are placing more value on premium cabins and upgraded onboard experiences to get more from cash or points.
– Delta continues to invest in cabin refreshes, testing next-generation Delta One and expanding Comfort+/extra-legroom options while experimenting with more restricted business-class fares.
– JetBlue’s Mint product and lounge expansion underpin its first/business strength; Alaska’s high marks reflect competitive domestic premium amenities and international expansion plans.
– Southwest’s sustained economy satisfaction despite operational changes points to enduring brand loyalty and effective customer-experience adjustments.
Methodology
JD Power surveyed more than 10,000 recent passengers between March 2025 and March 2026. Eligible respondents had flown with a major North American carrier within the prior month. Final scores reflect the seven experience dimensions listed above.
Additional notes
– ThePointsGuy editorial note: cards mentioned on the site come from partners who may compensate the publisher; this can influence product placement. Analysis and opinions remain editorial. Terms apply to offers.
– Featured image credit: Delta Air Lines.
– Editorial disclaimer: Opinions expressed are the author’s alone and are not endorsed by banks, card issuers, airlines or hotels.
TPG will publish its own Best Airlines Report later this spring. Related guides cover Delta One Suites, JetBlue TrueBlue, Delta SkyMiles, airport lounge credit cards and the best cards for airfare purchases.