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JetBlue and Southwest Airlines took home awards for the Best Airline for First/Business Class Customer Satisfaction and Best Airline for Economy Class Customer Satisfaction, respectively in the J.D. Power 2025 North America Airline Satisfaction Study. The J.D. Power study surveyed 10,224 Passengers who flew a major North American airline between March 2024 and March 2025.
JetBlue ranked first in five of the seven areas evaluated by J.D. Power for First/Business Class, including on-board experience, airline staff, ease of travel, value for price paid, and level of trust with airline. Its Mint product is often lauded and I can’t say that I’m surprised given how inconsistent American, Delta, and United can be in their premium cabins. JetBlue also ranked second for its Economy Class.
Marty St. George, President at JetBlue, said:
This honor reflects the incredible work of JetBlue’s crewmembers, who are committed to delivering an exceptional Mint experience from the moment they book our high-value fares to when they seamlessly reach their destination. Mint was built to shake up legacy premium travel, and this award demonstrates that our approach is working. Through our JetForward strategy, we’re staying focused on what we do best by offering great service, expanding premium experiences and prioritizing reliability for our customers.”
JetBlue has been reinventing itself and the rumors have been swirling about a potential merger with United Airlines. We know that lounges and domestic First Class are both on the way. What the future partnership with United (at least a partnership has been confirmed) remains to be seen.
Southwest Airlines took the top spot for the fourth year in a row. The survey must have been conducted before all of the changes were announced at Southwest. Many passengers are unhappy with the loss of free bags, assigned seating, the gutting of earnings on cheaper tickets, and other things that have recently made Southwest seem like a totally different airline.
Bob Jordan, President, Chief Executive Officer, and Vice Chairman of the Board of Directors at Southwest Airlines, said:
We’re honored to receive this ranking for a fourth year since it celebrates our Customer-friendly choices and our legendary Hospitality. Our Employees have always been Southwest’s differentiator, and this award reflects their continuous dedication to serving our Customers.”
Andrew Watterson, Chief Operating Officer at Southwest Airlines, added:
Our Southwest Team continues to deliver a unique combination of unrivaled Customer Service with top-ranking operational performance. It’s our Employees who turn first-time Southwest Customers into loyalists, and they deliver on our Purpose of connecting People to important moments in their lives with friendly, reliable, low-cost air travel.”
Anthony’s Take: It’s interesting that J.D. Power survey respondents chose two airlines that are going through so many changes. I guess there isn’t much to say about the legacy carriers and JetBlue has done a lot to differentiate Mint. We’ll see what the future holds for both carriers as they navigate what’s next.
(Image Credits: Southwest and JetBlue.)
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Advertiser & Editorial Disclosure: The Bulkhead Seat earns an affiliate commission for anyone approved through the links above This compensation may impact how and where links appear on this site. We work to provide the best publicly available offers to our readers. We frequently update them, but this site does not include all available offers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed, or approved by any of these entities.
