From rising fares to long security lines, travel has been full of surprises — yet airline customer satisfaction rose in JD Power’s 2026 North American rankings. The firm surveyed more than 10,000 customers between March 2025 and March 2026; respondents had to have flown on a major North American carrier within the previous month. Scores reflect seven factors: airline staff, digital tools, ease of travel, level of trust, on-board 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 topped first- and business-class for the second year, driven by its Mint product — lie-flat suites, privacy doors on select aircraft and strong dining — and by new airport investments such as the BlueHouse lounge at JFK and another due at BOS, with a third location teased for Florida. Delta and Alaska followed.
Premium economy
– Delta (736)
– Alaska (720)
– JetBlue (701)
– United (665)
– American (657)
– WestJet (641)
– Air Canada (633)
Average score: 682
Delta took premium economy for the fourth consecutive year with its Premium Select product: roomier seats, upgraded dining and Sky Priority airport service. JD Power treated extra-legroom domestic seats as premium economy; Alaska’s “premium” domestic offering is essentially extra legroom plus perks like early boarding and complimentary drinks, and the carrier has hinted at a full international premium economy in the future. JetBlue’s Even More Space kept it competitive in this category.
Economy and basic economy
– Southwest (670)
– Delta (667)
– JetBlue (655)
– Alaska (648)
– Allegiant (630)
– American (624)
– United (608)
– Air Canada (576)
– Spirit Airlines (560)
– WestJet (553)
– Frontier (533)
Average score: 627
Southwest led economy for the fifth straight year, though its margin over Delta narrowed to three points. The carrier’s move from open to assigned seating and the introduction of checked baggage fees likely tightened that gap.
Context and takeaways
– Travelers are increasingly prioritizing premium seats and elevated onboard experiences to extract more value from cash or points.
– Delta continues investing in cabin upgrades, including a next-generation Delta One and Comfort+/extra-legroom expansions, while testing more restrictive basic business-class fare options.
– JetBlue’s strong Mint offering and lounge expansion underpin its first/business success; Alaska’s high marks reflect competitive domestic premium amenities and plans to expand internationally.
– Southwest’s sustained economy satisfaction despite operational changes points to continued brand loyalty and effective adjustments to its customer experience.
Methodology
JD Power polled over 10,000 recent passengers between March 2025 and March 2026. Eligible respondents had flown with a major North American carrier within the previous month. Scores are based on seven experience dimensions noted above.
Additional notes
– ThePointsguy editorial: The cards mentioned on the site come from partners that may compensate the publisher; this can affect product placement. Analysis and opinions remain editorial. Terms apply to offers.
– Featured image credit: Delta Air Lines.
– Editorial disclaimer: Opinions are the author’s alone and 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 best cards for airfare purchases.
