United Finishes Last Again in J.D. Power Customer Satisfaction Rankings

This morning, J.D. Power published its latest customer satisfaction rankings for North American airlines. For the second year in a row, United fell to the bottom of the legacy carrier list while JetBlue took the top spot among low-cost carriers. Overall, Frontier’s score was lower than United’s by -13 points.

Legacy Carriers:

  • Alaska Airlines: 751
  • Delta Air Lines: 725
  • American Airlines & US Airways: 693
  • Air Canada: 681
  • United Airlines: 675

Low-Cost Carriers:

  • JetBlue Airways: 790
  • Southwest Airlines: 789
  • WestJet: 723
  • Frontier Airlines: 662

Interesting that the overall average for all North American carriers hit its highest score since 2006. In total, legacy carriers were up +12 points and low-cost carriers were up +9 points compared to the prior year.


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