Delta Wins Big in J.D. Power Customer Satisfaction Study

Delta is adding some new hardware to the trophy cabinet. The Atlanta based carrier has been named the top-ranked airline for both First/Business Class and Premium Economy segments.

The airline touted the airline’s employees in the release with Delta CEO Ed Bastian stating:

“This is a wonderful reflection of our elevated customer experience, fueled by the unparalleled service of our 100,000 Delta people worldwide. I’m incredibly proud of our team for continuously raising the bar for our customers.”

Ed Bastian, Delta Chief Executive Officer
Delta Airplanes Parked at LAX
Delta Takes the Top Spot in two J.D. Power North America Airline Satisfaction Categories

To determine the winners in each category, J.D. Power evaluated the participating airlines’ performance in the following categories:

  • Airline Staff
  • Digital Tools
  • Ease of Travel
  • Level of Trust
  • On-Board Experience
  • Pre/Post-Flight Experience
  • Value for Price Paid

More details on the J.D. Power North America Airline Satisfaction Study can be found here.

First/Business Class

In the First/Business Class category, Delta beat out JetBlue and their well known ‘Mint’ product for the top spot, edging them out only slightly. The rankings in this category were tight overall with just over 100 points separating Delta from last place Air Canada.

a graph of a number of airliners

Premium Economy

For the Premium Economy category, Delta also claimed the top spot. 2024 marks the second year in a row that the airline took home the prize, beating out Alaska Airlines. The competition here was even tighter with less than 100 points separating Delta from last place Air Canada.

a graph of a number of airline flights

Economy/Basic Economy

Delta was unable to go three for three this year as Dallas based Southwest Airlines took the top spot. Delta finished right on their heels in 2nd place. Surprisingly, ultra-low-cost carrier Allegiant finished in third. Other ULCC’s Spirit and Frontier finished at the bottom of the list.

a graph of the cost of flight

For Southwest, the airline has a few unique differentiators that set them apart including free bags, boarding position assigned at check-in, and open seating. They’re also know for bringing the LUV and are extremely family friendly. While some passengers love the Southwest model, I personally can’t stand not knowing my seat assignment in advance or playing check-in roulette.

Southwest Louisiana One parked at an airport
Southwest Snagged the Top Spot in the Economy Category


Delta frequently touts itself as America’s Most Awarded Airline and they now have two new awards to add to the list. The airline has continued to invest in their people and in-flight experiences and that investment is reflected in the survey results. They better make that awards sticker by the boarding door a little bigger!

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