While it may seem like flying is uniformly awful these days, some airlines are actually better than others, if you can believe it!
Let's take a look at the major U.S. airlines and how they measure up when it comes to customer satisfaction. We'll start with the best of the best and work our way down until we hit rock bottom...which hopefully your plane won't be doing!
1. Delta Air Lines
Delta Air Lines consistently ranks as a top performer in customer satisfaction, particularly for its premium cabin experiences. According to the J.D. Power 2025 North America Airline Satisfaction Study, Delta secured the top spot for premium economy for the third year in a row with a score of 717. It also placed second for its first/business class service. This success is largely driven by the airline's commitment to providing excellent customer service.
Positive interactions with airline staff were a key factor in boosting satisfaction, underscoring the value of their friendly and professional team. Passengers often highlight the on-board experience, which includes comfortable seating, seat-back entertainment, and recently, the rollout of fast, free Wi-Fi for SkyMiles members on most domestic and many international routes.
2. United Airlines
United Airlines presents a mixed but improving picture when it comes to customer satisfaction. Many loyal flyers appreciate its extensive global route network, which is one of the largest among U.S. carriers, connecting travelers to numerous domestic and international destinations. The MileagePlus loyalty program is also a significant draw, as miles are relatively easy to earn through co-branded credit cards and various partners.
While some travelers report excellent service and improved operational reliability, others face challenges with customer service, particularly when disruptions occur. Online reviews frequently mention frustrations with rude staff, flight delays, and difficulties with rebooking or receiving compensation.
3. Southwest Airlines
Southwest Airlines has built a loyal following by focusing on a customer-friendly approach that shines in the economy travel sector. For the fourth year in a row, the airline ranked highest in economy class customer satisfaction in the J.D. Power 2025 North America Airline Satisfaction Study. This success is rooted in its transparent pricing and generous policies, like offering two free checked bags per passenger—a major differentiator in an industry filled with extra fees.
Despite its strong performance in economy travel, Southwest's model isn't for everyone. The airline does not offer premium cabins like first or business class, which may deter travelers seeking more comfort and amenities on long-haul flights. Its unique open-seating boarding process, where passengers choose their own seats as they board, can be a point of stress for those who prefer to have a seat assigned in advance.
4. Alaska Airlines
Alaska Airlines consistently earns high marks for customer satisfaction, making it a favorite for many travelers, especially those on the West Coast. The airline stands out for its reliability and strong operational performance. In the J.D. Power 2025 study, Alaska ranked third in both the first/business and premium economy segments, with scores of 709 and 691, respectively.
While Alaska is a strong performer, it does have some areas where it falls short for certain travelers. Its route network, though significantly expanded after acquiring Virgin America, is still heavily concentrated on the West Coast, which can be a drawback for those living elsewhere. While its fares are generally competitive, they may not always be the lowest when compared to ultra-low-cost carriers.
5. Hawaiian Airlines
Hawaiian Airlines consistently shines when it comes to customer service, creating a welcoming and pleasant travel experience that embodies the "Aloha Spirit." This focus on hospitality is why Newsweek named it the number one airline for customer service in its 2025 rankings, with a strong score of 86.65. Passengers often praise the friendly and attentive staff who make them feel valued. A major highlight is the on-board experience, which includes complimentary hot meals even in the main cabin on many routes—a rarity among U.S.
While Hawaiian Airlines excels in service, its appeal can be limited by its specialized network. The airline's routes are primarily focused on travel to, from, and between the Hawaiian Islands, with a limited number of connections to the U.S. mainland and international destinations. This makes it a less practical option for travelers not heading to the Pacific.
6. JetBlue
JetBlue has carved out a unique space in the airline industry by blending the affordability of a low-cost carrier with premium amenities, creating a strong and loyal customer base. The airline shines brightest in its premium offerings, with its Mint business class earning the top spot for customer satisfaction in the J.D. Power 2025 study, scoring 738.
While JetBlue receives high praise for its onboard experience, it is not without its drawbacks. As a carrier with major hubs in the Northeast, its route network may not be as convenient for travelers in other parts of the country.
7. American Airlines
American Airlines offers a vast network and a highly-regarded loyalty program, which are key reasons many travelers choose to fly with them. The AAdvantage program is a significant strength, allowing members to earn elite status through various activities, including credit card spending, not just flying. The miles are considered valuable, with excellent redemption opportunities on partner airlines like Qatar Airways and Etihad.
However, American Airlines struggles significantly with overall customer satisfaction and operational consistency. It was ranked as the world's most loathed airline in one 2025 analysis, with a customer satisfaction score of just 2.9 out of 10. The 2025 American Customer Satisfaction Index (ACSI) shows an 8% drop in satisfaction for the airline, citing operational issues and a poorly received rollout of its new loyalty program. It also has the worst baggage handling record among major U.S. carriers for three years running.
8. Allegiant Air
Allegiant Air has successfully built a niche for itself by focusing on budget-conscious leisure travelers, a strategy that earns it high praise from its target audience.
Allegiant's ultra-low-cost model comes with significant trade-offs that lead to very mixed customer experiences. The airline has an overall rating of just 1.3 out of 5 on ConsumerAffairs, with 86% of reviews giving it only one star. Common complaints include poor communication, frequent and lengthy delays, and a lack of transparency. Passengers often express frustration with the "a la carte" pricing model, where fees for baggage, seat selection, and other services can quickly add up, diminishing the value of the low base fare.
9. Spirit Airlines
Spirit Airlines' business model is a frequent source of customer frustration. Spirit consistently ranks near the bottom in overall customer satisfaction studies, including the J.D. Power 2025 survey. The primary complaint is the "a la carte" pricing, where everything from carry-on bags to seat selection and even a bottle of water comes at an extra cost. These ancillary fees can quickly inflate the final price, often leading to a feeling of being nickel-and-dimed.
While operational performance is improving, Spirit has historically had a high rate of customer complaints, with 12.8 complaints filed per 100,000 passengers in 2024.
10. Frontier Airlines
Frontier Airlines attracts a specific segment of travelers with its ultra-low-cost business model, which promises some of the lowest base fares in the industry.
However, Frontier consistently ranks at the bottom for customer satisfaction due to its operational performance and stringent fee structure. The airline's score in the American Customer Satisfaction Index (ACSI) dropped by 6% in 2025, falling from 69 to 65. This is largely driven by its reputation for poor on-time performance and a high rate of customer complaints. In the first half of 2025, Frontier canceled approximately 2% of its flights each month.
