These Are the Best and Worst Airlines in the US
First-class travelers see improvement since 2022, a new study shows. But overall, consumers are increasingly dissatisfied with American carriers.
Ahead of another predicted chaotic summer travel season, passenger satisfaction with US carriers has dipped further.
Photographer: Bruce Bennett/Getty Images North AmericaAmerican travelers have had more than their fair share of ongoing pain points with US airlines this past year, from soaring airfares and missing luggage to staff shortages and flight cancellation chaos. Now, new data confirm there is increased overall consumer disappointment with American carriers compared with a year earlier, save for those in the very front of the plane.
On a 1,000-point scale, passengers rated their satisfaction at 791 points—a C+, in letter grades—according to the 2023 North America Airline Satisfaction Study, released on Wednesday, from consumer research firm J.D. Power. The number reflects an overall decline of seven points since 2022, making it the second consecutive year that sentiment toward US airlines has soured. The exception: First- and business-class passengers, who say they feel service has improved in the last 12 months.