These Are the Airlines That Actually Care About Customer Service
According to the American Customer Satisfaction Index (ACSI), customer service satisfaction in the travel industry declined in 2025. The airline sector had the highest drop at 4%, down from a score of 77 to 74. Between economic uncertainties, operational difficulties, and service inconsistencies, satisfaction has decreased among business travelers and high-value customers.
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Airlines with the Lowest Customer Satisfaction Scores
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Top-Performing Airlines in Customer Satisfaction
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Key Factors Influencing Customer Satisfaction
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Operational Efficiency
Timeliness of flights and baggage handling. -
Customer Service
The courtesy and helpfulness of flight and gate staff. -
In-Flight Experience
Seat comfort, Wi-Fi quality, and food/beverage services. -
Loyalty Programs
Impact of changes on frequent flyers’ satisfaction. -
Demographic Insights
Adobe Stock | Yuliia
Frontier Airlines
Frontier Airlines is at the bottom of the pack regarding customer dissatisfaction, with a score of 65, down six percent from last year’s score of 69. ACSI attributes this to increased competition in the budget sector and service quality issues.
Spirit Airlines
While Spirit increased its satisfaction score by 3% year over year, from 67 to 69, putting it out of last place, it has not improved enough to move out of the bottom two.
United Airlines
United saw a 3% drop from last year, going from a 75 to a 73. ACSI cites operational disruptions and customer service concerns as the major factors in the decline.
American Airlines
American had the highest percentage drop of any airline from 2024 to 2025, with a whopping 8% difference, going from a score of 79 to 73. This is due to high involuntary passenger bumps and poorly received loyalty program changes.
Related: Why You Should Never Flight at Night on These 30 Airlines
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Southwest Airlines
Southwest led the pack with a score of 80, up 3% from 2024. They continue to have customer-friendly policies and deliver consistent service.
Related: The 10 Best Airlines According to TripAdvisor
Delta and JetBlue Airlines
Delta and JetBlue shared scores of 77, remaining unchanged from the previous year. Both airlines have remained reliable, with consistent service quality standards year after year.
Alaska Airlines
Last year, Alaska was number one in customer satisfaction, but unfortunately, due to the MAX 737 accident in early 2024, its rating dropped 7% from 82 to 76.
The key factors used to determine customer satisfaction were:
Related: The Truth About Carbon Neutral Flights
With business travelers, satisfaction declined 6% industry-wide, and they were particularly affected by operational issues and loyalty program changes. Leisure travelers’ satisfaction dropped by just 1%, as they tend to be more tolerant of service inconsistencies.
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