Delta has managed to maintain its position as the best airline in the United States in 2024, thanks to its excellent on-time performance and the quality of its customer service. The airline has invested significantly in upgrading its fleet and has been recognized for its focus on sustainability and modernizing the in-flight experience. In addition, its loyalty programs, such as SkyMiles, continue to appeal to frequent flyers.
Southwest ranks second thanks to its commitment to fair pricing, free baggage policy and customer-friendly approach. The airline remains popular for its straightforward and transparent customer service, which has allowed it to maintain a loyal passenger base. In addition, Southwest has improved its on-time performance, which has elevated its position compared to previous years.
JetBlue has been acclaimed for its seat comfort, legroom and in-flight entertainment offerings, ranking third. Despite facing some challenges with delays, the airline remains a favorite for travelers who value comfort at a reasonable price. In addition, its premium-class Mint service has received accolades for its quality, excelling on transcontinental routes and international flights.
Alaska Airlines has consolidated its position in fourth place, standing out for its strong route network and customer satisfaction on its coast-to-coast and Alaska-bound flights. The airline has also enhanced its loyalty program and invested in technology to make the travel experience more efficient and enjoyable.
United has managed to move up in this year's ranking, taking fifth place. While it has faced criticism in the past, the airline has worked to improve its customer service and increase its on-time performance. United has made significant strides in modernizing its fleet and adding international routes, which has allowed it to regain the trust of its passengers.
American Airlines, while still one of the largest in the country, has dropped in the rankings in 2024 due to issues related to customer service and punctuality. However, the airline has maintained a strong presence in the market, thanks to its extensive network of destinations and its AAdvantage loyalty program.
Ranking criteria: what matters to passengers
This year's airline rankings are based on several key factors that travelers consider essential when choosing an airline. These include:
Punctuality: An airline's ability to meet its departure and arrival times is one of the factors most valued by passengers, especially on short domestic flights. In this regard, Delta and Alaska Airlines excelled, while American Airlines and United showed areas for improvement.
Quality of customer service: Interactions between airline staff and passengers, both at the airport and onboard, are critical to the travel experience. Southwest and JetBlue stood out for their customer focus, while other airlines still need to improve in this area.
In-flight comfort: Factors such as legroom, seat quality and in-flight entertainment options were also considered. JetBlue stood out in this category, with many passengers praising its live TV service and free Wi-Fi.
Baggage handling: While efficient baggage handling remains a challenge for many airlines, Southwest stood out for its free baggage policy, which remains a major advantage over its competitors.
Value for Money: With rising ticket costs and additional fees, passengers increasingly value airlines that offer a good balance between price and service. Southwest and Delta lead in this category, with competitive pricing and high levels of satisfaction.
The impact of technology and sustainability
Another key aspect that is influencing airline rankings is their ability to adapt to technological and environmental challenges. Airlines that invest in in-flight entertainment systems, Wi-Fi connectivity and sustainable technologies, such as the use of cleaner fuels, are improving their position against the competition.
Delta, for example, has been a pioneer in implementing sustainable practices, earning praise from passengers and industry experts alike. Meanwhile, United and American have begun investing in sustainable fuels and more energy-efficient aircraft.
