• JetBlue Airways Airbus A321-200
    JetBlue
    IATA/ICAO Code:
    B6/JBA
    Hub(s):
    Boston Logan International Airport, Los Angeles International Airport, New York JFK Airport, Orlando International Airport
    Year Founded:
    2000
    CEO:
    Robin Hayes
    Country:
    United States

JetBlue pilots may have just cast a vote of no confidence in the airline's Head of Airports and System Operations following what the union called months of operational disruption with customer indignation as a result. However, according to the ASCI Travel Study from 2022, JetBlue comes out ahead of all other US airlines when it comes to customer satisfaction.

The American Customer Satisfaction Index (ASCI) provides customer satisfaction benchmarks for four travel industries: airlines, car rentals, hotels, and online travel agencies. Its surveys also entail specific elements of the customer experience. In its most recent study for airlines, the ASCI interviewed 6,285 random residential customers to find out which was their favorite domestic carrier.

New top of the class

On a scale from 1 to 100, the customer satisfaction rating for JetBlue was 79 in 2022, an increase from 2021's 77 by 3%. This means that JetBlue overtook last year's front runners, Delta Air Lines and low-cost giant Southwest, who both headed in the opposite direction and dropped from 79 to 77. American Airlines also improved its rating by 3%, jumping from 75 to 77, as did United.

JetBlue Airbus A220-300
Vincenzo Pace | Simple Flying

Those faring less well

Alaska Airlines, just like Southwest and Delta, lost 3% in appreciation, from 77 to 75. Meanwhile, the ultra-low-cost segment did not fare well in the ratings this year. Allegiant and Frontier both lost 3%, dropping from 72 to 70 and 68 to 66 out of 100, respectively. The worst in class of the major airlines was Spirit, however. The Florida-focused ULCC fell further out of favor, dropping from 66 to 63 - a whopping 5%.

Overall, airlines receive a 75 out of 100 rating from customers as an industry. This can be compared with food manufacturing and full-service restaurants that sit at the top of the list with 80 out of 100, and subscription television services and internet service providers all the way down at 65.

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Spirit Airlines Airbus A320-271N N915NK.jpg (2)
ULCC Spirit Airlines had the least satisfied customers. Photo: Vincenzo Pace | Simple Flying

Digital is improving

Year-over-year industry trends saw customers become more satisfied with airline apps and their reliability and the quality of airline websites, reaching 83 and 82 to claim the top spots. Satisfaction also rose when it came to the ease of making a reservation, the helpfulness of gate staff, and call centers. Meanwhile, loyalty programs and cleanliness of lavatories and cabins also saw increased scores and the availability and size of overhead storage space.

However, people were less happy with the quality of both purchased and complimentary food and drinks on board, with both categories falling three points on the scale to land at 72 and 73, respectively. In-flight entertainment also lost in regard from 74 last year to 72 in 2022. Customers are no more happy with seat comfort, which also fell from 73 to 72.

How many US airlines do you travel with in a year? How would you rank them and why? Leave a comment below and share your thoughts.