Winding airport security lines due to the partial government shutdown, rising fares amid a global oil shortage and Spirit Airlines' demise were among the many lowlights of air travel to start 2026.
But it turns out the industry thrives on a challenge. Carriers continue to deliver a satisfying travel experience, with customer satisfaction rising sharply in North America, according to new research from JD Power.
The JD Power 2026 North America Airline Satisfaction Study found overall satisfaction jumped eight points (on a 1,000-point scale) year over year, with each segment improving from 2025.
The study, which measures performance in seven core dimensions on a poor-to-perfect 6-point rating scale, takes into account the experiences of nearly 11,000 air travelers who had flown at least one major North American airline within a month of completing the survey between March 2025 and March 2026.
Dimensions measured include airline staff, digital tools, ease of travel, level of trust, on-board experience, pre/post-flight experience, and value for price paid. Additionally, JD Power measures passenger satisfaction in three segments, including first/business, premium economy and economy/basic economy.
Overall Customer Satisfaction Rises Again
Jetblue A321 plane. (Photo Credit: franz massard / Adobe Stock)
The eight-point rise in overall passenger satisfaction was led by a notable 17-point increase in satisfaction among passengers flying in first and business classes.
Travelers in premium economy class saw a 14-point increase in satisfaction, and, even economy and basic economy experiences improved, with this segment seeing a six-point increase in satisfaction among surveyed passengers.
The eight-point jump comes after overall satisfaction climbed six points in 2025 and was largely driven by strong scores for on-board experience, day of travel pre-board and post-flight experience and the all-important perception of value for price paid.
"Despite many challenges, the airlines returned to basics of passenger communication, friendly service and providing slightly better value for money compared to past years," Michael Taylor, senior managing director of travel, hospitality, retail and customer service at JD Power, said in a statement.
"The big question now 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, it is becoming increasingly difficult for airlines to continue to drive the high levels of customer satisfaction in this year’s study," added Taylor.
Top Performing North American Airlines
JetBlue ranks highest in customer satisfaction in the first/business segment for a second straight year, receiving a score of 759. Rounding out the top three are Delta Air Lines (750) and Alaska Airlines (720).
Meanwhile, Delta ranks highest in customer satisfaction in the premium economy segment for a fourth consecutive year, with a score of 736. Alaska (720) and JetBlue (701) rank second and third, respectively.
Southwest Airlines plane at William P Hobby Airport in Houston, Texas. (Photo Credit: Patrick Clarke)
Southwest Airlines ranks highest in customer satisfaction in the economy/basic economy segment for a fifth straight year, with a score of 670.
However, the gap is closing, with Delta (667) ranking second and JetBlue (655) coming in third in 2026. Delta is just three points back of the recently transformed low-cost carrier, which has introduced checked bag fees and assigned seating in a move to appease shareholders.
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