The Essentials

Latest North American Airline Satisfaction Report

If you’re wondering about passenger satisfaction and the U.S. airline experience, you won’t be surprised to learn the latest J.D. Power North American Airline Satisfaction Report is less than satisfying.

The survey looked at eight categories: aircraft, baggage, boarding, check-in, cost and fees, flight crew, in-flight services and reservations.


Much higher airfares, the return of the middle seat, and more crowded planes means passenger satisfaction has declined sharply.


Passengers are also unhappy with airline food, restrictions on alcohol sales, and cost.


Two airlines that still score relatively high in the survey — JetBlue and Alaska Airlines.