Alaska Airlines is passenger's new favorite airline according to a new customer satisfaction survey. See how US airlines ranked, from worst to best.
Bianca Giacobone
- Customer satisfaction with US airlines increased slightly year over year according to American Customer Satisfaction Index's latest travel study.
- Customers reported being happier with things like food, entertainment, and seat comfort.
Customer satisfaction with US airlines is pretty much the same as it was in previous years, despite reports of cancellations, delays, and staffing shortages.
Customers reported a satisfaction level with US airlines of 76 on a zero to 100 scale, one point higher than in 2022, and the same as in 2021.
That's according to the American Customer Satisfaction Index's latest travel study, which is based on interviews with over 10,000 customers contacted via email between April 2022 and March 2023.
Customers are more satisfied than last year with things like the call center experience, the range of flight schedules, overhead storage, food and drinks, entertainment, and seat comfort.
Timeliness of arrival, baggage handling, and loyalty programs got fewer satisfaction points compared to 2022.
Alaska Airlines topped the customer satisfaction chart, scoring 81 on a 100 scale, six points higher than it was last year. Delta and JetBlue, on the other hand, saw a decrease in customer satisfaction.
Take a look at how nine of the main airlines in the US ranked:
9. Spirit Airlines
The low-cost carrier is at the bottom of the US customer satisfaction list, scoring 64 points on a zero to 100 scale. That's a one-point improvement compared to 2022.
8. Frontier Airlines
With 67 out of 100, Frontier is second to last in US customer satisfaction, with a one-point improvement compared to 2022.
7. Allegiant Air
Allegiant recently found itself among the worst airlines in the world, along with Spirit, according to a 2022 study, but US customer satisfaction improved compared to last year. Allegiant scored 75 out of 100, five points higher than in 2022.
6. JetBlue
JetBlue scored worse than it did in 2022, according to the customers' survey, getting 76 points out of 100, three points lower than last year.
5. Delta Air Lines
Delta's customer satisfaction decreased by one point compared to last year, going down from 77 out of 100 to 76, tied with JetBlue. That's despite being ranked best in terms of on-time arrival rate for 2022 by the Department of Transportation.
4. United Airlines
Customer satisfaction with one of the largest airlines in the world remained steady. United got 77 points out of 100, the same as last year.
3. Southwest Airlines
Southwest's customer satisfaction improved by one point, increasing from 77 to 78 out of 100, despite the operational meltdown that saw the airline cancel thousands of flights at the end of December 2022.
2. American Airlines
Customer satisfaction with American Airlines improved by one point compared to last year, increasing to 78 from 77.
1. Alaska Airlines
With six points more than last year, Alaska Airlines is the best airline in the US in terms of customer satisfaction. That's a big improvement for the airline, which ranked sixth in 2022, and third in 2021.
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