Key Takeaways
• Southwest Airlines ranked highest for economy class in the 2025 J.D. Power survey for the fourth consecutive year.
• Survey measured satisfaction in seven key areas with feedback from over 10,000 U.S. passengers between March 2024 and March 2025.
• Staff friendliness and trust increased customer satisfaction scores by nine points, helping Southwest outperform JetBlue and Delta.
Southwest Airlines has once again taken the top spot for economy class travel in the United States 🇺🇸, according to the latest findings from the J.D. Power 2025 North America Airline Satisfaction Study. For the fourth year in a row, Southwest Airlines was recognized as the best choice for travelers looking for a positive and comfortable experience while flying in economy or basic economy class. This ranking highlights how important it is for airlines to pay close attention to the entire customer experience, especially when most passengers are looking for good service at a fair price.
The J.D. Power study is known for digging deep into what makes travelers happy with their flights. By collecting feedback from over 10,000 passengers between March 2024 and March 2025, the survey took a close look at what people really value when flying. It measured satisfaction across seven main areas: airline staff, digital tools, ease of travel, level of trust, on-board experience, pre- and post-flight experience, and value for the money spent on tickets.
Why Southwest Airlines Ranks Highest for Economy Class
Southwest Airlines stood out by earning the highest score in the economy and basic economy class group—a score of 694 out of a possible range, as seen in the J.D. Power report. JetBlue Airways and Delta Air Lines rounded out the top three, making them also strong choices for passengers, but Southwest continued to lead.
What makes Southwest Airlines so appealing to travelers in 2025? The survey results show that the airline’s staff play a huge role—so much so, that positive interactions with employees led to a nine-point boost in customer satisfaction. For many flyers, the main touchpoint with an airline is the staff; a friendly smile, a quick answer to a question, or extra help at the gate can turn a stressful journey into a pleasant one. Southwest Airlines was also singled out for being the top airline when it came to “staff and level of trust.” This means that in difficult or uncertain travel moments, travelers continued to feel confident that Southwest would treat them fairly and provide honest answers.
Other Top and Bottom Performers
The 2025 J.D. Power survey did not just single out the best. It also showed the airlines with the most work to do. While Southwest Airlines was at the top, JetBlue Airways and Delta Air Lines were not far behind. Both are favored by many travelers, but Southwest managed to inch ahead, especially in those areas related to staff friendliness and trust.
At the opposite end, the lowest scores for economy/basic economy went to WestJet, Spirit Airlines, and Frontier Airlines. These carriers have struggled to meet traveler expectations on comfort, service, and problem resolution, according to passenger responses.
Factors That Matter Most to Economy Passengers
Flying in economy class means you want to get to your destination safely, on time, and with as little hassle as possible, without paying too much. For this reason, travelers in the J.D. Power study rated airlines based on the following:
- Airline Staff: Did employees treat you with respect and solve problems quickly?
- Digital Tools: Was it easy to check in, get boarding passes, or get alerts on your phone?
- Ease of Travel: Were airport experiences, such as security checks and boarding, simple and stress-free?
- Level of Trust: Did you feel the airline was honest and cared about your travel needs?
- On-Board Experience: Was the seat comfortable? Did staff offer food, water, and entertainment?
- Pre/Post-Flight Experience: How was baggage handling and customer support after the trip?
- Value for Price Paid: Did you feel you got your money’s worth?
The 2025 study showed that even though fewer people are flying and many worry more about airlines now than before the pandemic, satisfaction has grown. According to the survey, passenger satisfaction for economy and basic economy flights went up by eight points compared to last year, helping push overall passenger satisfaction up by six points across all travel classes.
Industry Trends and Context
It’s interesting that even as fewer people are flying within the United States 🇺🇸—a drop in domestic air travel—the mood among travelers who do fly is improving. This could be connected to better service, improved staff training, or changes in how airlines handle customer complaints and issues. The survey found that less than 10% of travelers had a problem during their flight, with flight delays being the most common complaint.
For Southwest Airlines specifically, this result is good news but also comes at a time of change. The airline recently made a controversial choice to stop offering free checked bags, which has always been a favorite perk among its flyers. While the current J.D. Power survey does not include passenger reaction to this change, future surveys might show if it affects Southwest’s standing.
If you want to read more about the official survey and see the results in full, you can visit the J.D. Power 2025 North America Airline Satisfaction Study page.
Why Is the Study Important for All Travelers?
When you plan your next trip, these survey results can give you a real-world sense of which airlines make travel easier and more pleasant. Many of the highest-rated carriers have shown that even in economy class—a place where airlines sometimes cut back on extras—there are still ways to make passengers happy. The airlines that perform best tend to focus on customer service, good communication, fair prices, and honest treatment.
For some travelers, especially those on a budget or those flying with their families, these differences really matter. If an airline offers a better experience in economy class, that translates to less stress, fewer surprises, and smoother trips. Southwest Airlines’ ongoing top rating shows that passengers notice when staff make the effort and when airlines keep their promises.
Immigration and Air Travel: Points for International Travelers
For people moving across the United States 🇺🇸, or those coming in from other countries, the choice of airline can be important. Many immigrants and visitors fly in economy class, either when first arriving in the country or when returning home for visits. The findings of the J.D. Power study can help new arrivals pick an airline that will treat them well, even before reaching their final destination.
The role of friendly and helpful airline staff is especially important for immigrants and international visitors. They might need extra help with language, understanding where to go, or dealing with unique situations like travel with family. The study confirms that those little acts of kindness and support from staff make a big difference for everyone.
How Does J.D. Power Conduct the Study?
The J.D. Power study uses surveys filled out by more than 10,000 real airline customers every year. These are people who have flown economy or basic economy flights across the United States 🇺🇸 between March 2024 and March 2025. To get a fair result, the survey asks about seven main areas, such as the friendliness of the staff or how easy it is to use digital tools. The goal is to provide a complete picture of a regular passenger’s journey from start to finish.
Because the study is done each year, it gives a reliable picture of what is changing in air travel. The rankings do not just reflect one good or bad flight, but rather, a whole year’s worth of experiences.
Potential Impact on the Airline Industry
Airline rankings like this can encourage all carriers to improve their economy class offerings. As reported by VisaVerge.com, strong rankings from respected sources such as J.D. Power can lead to more ticket sales and help companies build loyal customer bases. When passengers see that one airline is ranked better for customer satisfaction, they often pick that airline the next time they book.
For airlines at the bottom of the list—like WestJet, Spirit Airlines, and Frontier Airlines—these results can serve as a wake-up call. Failing to invest in staff training or having too many delays and hidden fees can make customers look elsewhere. Over time, better-performing airlines may attract more business not just from American citizens, but from visitors, newcomers, and families traveling with children.
Challenges That Remain
No airline is perfect. Even Southwest Airlines, sitting at the top, could see its rankings shift in future surveys. The decision to get rid of free checked bags, for example, might upset regular travelers who liked this perk. For other airlines, improving satisfaction may mean spending more on staff training, updating planes, or rethinking how they respond to flight issues like long delays.
Flight delays, still the biggest problem for most travelers, are something airlines continue to work on. Delays can often be due to weather, air traffic control problems, or other issues outside the airline’s control. However, how airlines handle these setbacks—by keeping passengers informed and offering support—can affect satisfaction just as much as the delay itself.
Looking Ahead: What Travelers Can Expect
If you are planning a trip, these results mean you can expect good things from Southwest Airlines in economy class, at least for now. When choosing a ticket, it’s smart to look not just at the lowest price, but also at customer satisfaction scores like those from J.D. Power. As airlines make changes—like Southwest’s new bag rules—watch for updates and changes in rankings.
This focus on what economy passengers want is likely to keep growing. As more surveys are done and airlines compete for positive feedback, travelers can expect higher standards and possibly more choices in the future.
For readers seeking more details about airline rankings and the areas evaluated, the official J.D. Power 2025 North America Airline Satisfaction Study is a good place to start. This resource gives further explanation about how airlines are measured and what you, as a flyer, can look for when booking your next flight.
Summary
In summary, Southwest Airlines has built its strong reputation for economy class service by putting people first—especially through helpful staff and building trust with travelers. The findings from the J.D. Power study make it clear: airline staff, fair prices, and honest treatment matter most to today’s economy class flyers. While the airline industry still faces challenges, improvements seen in 2025 are a step in the right direction.
Whether you are flying for work, pleasure, or starting a new life in the United States 🇺🇸, these rankings can help guide your choices. Remember to watch for future changes, as airlines continue to update what they offer and respond to customer feedback year after year.
Learn Today
J.D. Power → An independent research firm known for customer satisfaction studies in industries like airlines, using extensive passenger surveys.
Economy Class → The most affordable, basic section of commercial airplane seating, typically with fewer amenities and simpler services than premium cabins.
Passenger Satisfaction → A measure of how happy travelers feel about their airline experience, often based on surveys covering multiple travel aspects.
Digital Tools → Online and mobile airline resources like apps and websites that enable booking, check-in, and real-time flight updates.
Checked Bags → Luggage handed over to the airline at check-in, stored in the aircraft’s cargo hold, and retrieved after landing.
This Article in a Nutshell
Southwest Airlines once again leads U.S. economy class, topping the 2025 J.D. Power survey. Outstanding staff, customer trust, and good value set Southwest apart. Satisfaction is rising despite fewer travelers and industry challenges. For the best experience, travelers should consider factors like staff friendliness, transparency, and satisfaction scores beyond ticket price alone.
— By VisaVerge.com
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