A study says these North American airlines are satisfying passengers the most

One of them is Logan Airport's largest carrier.

Logan Airport
–Pat Greenhouse / The Boston Globe

When it comes to passenger satisfaction,  a new study says JetBlue — Logan Airport’s largest carrier — delivers in a big way, along with Alaska Airlines and Southwest Airlines.

The 15th annual North America Airline Satisfaction Study, conducted by J.D. Power, was released on Wednesday and ranked Alaska Airlines No. 1 in the category of traditional carriers, while JetBlue and Southwest tied for No. 1 in the category of low-cost carriers.

The study measured passenger satisfaction based on performance in seven categories (listed in order of importance in terms of how J.D. Power weighted them to come up with its scoring): cost and fees; in-flight services; aircraft; boarding/deplaning/baggage; flight crew; check-in; and reservation. The study was based on the responses of 5,966 business and leisure travelers who flew on major North American airlines between March 2018 and March 2019.


According to a press release, this year’s study showed the most customer satisfaction yet overall after an increase in satisfaction over the past eight years due to a combination of newer planes, better ticket values, and the company’s points of customer contact.

“Airlines continue to deliver on the operational side of air travel,” said Michael Taylor, travel intelligence lead at J.D. Power, in the press release. “New technology investments have dramatically improved the reservation and check-in process. Fleets are newer and travelers generally feel that they are getting great value for their money. These improvements have been most profound in the traditional carrier segment, where customer satisfaction has climbed considerably.

“While low-cost carriers have historically had the highest levels of customer satisfaction in our study, due to a strong sense of value for money among customers, that line is starting to blur as traditional carriers improve their services and operations,” Taylor continued. “The one area where both traditional and low-cost carriers can still improve, however, is in in-flight services. It continues to be the lowest-ranked factor in the study, as many airlines still struggle with in-flight entertainment, connectivity, in-seat power and food service.”