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

by Adam

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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