Why The Latest Study On America's Best & Worst Airlines Might Surprise You (2025)

The commercial aviation industry in the US has shown unexpected transformations. The airline industry rankings show both stability among leaders and newcomers at the bottom of the list due to evolving air travel conditions in 2024 and early 2025.

The research indicates that airlines that historically received high marks for customer service quality have declined, while airlines with historically poor reputations have dramatically enhanced their performance.

Key Findings of the Latest Studies

According to The Wall Street Journal, Delta Air Lines has maintained its standing as the 'Top US Airline' throughout the previous four years, demonstrating stability in an industry marked by fluctuation.

The Atlanta-based airline maintained the best on-time performance while keeping involuntary denied boardings at an absolute minimum. Delta also achieved a strong second ranking in flight cancellations.

On the other hand, Southwest Airlines recently made a major decision to eliminate its "bags fly free" policy, which has formed the core of its brand identity since its inception more than 15 years ago.

The major policy change has caused widespread dissatisfaction among loyal customers because they consider this policy a core representation of Southwest's dedication to transparency and value.

According to CBS News, industry analyst Henry Harteveldt stated, "this is how you destroy a brand." This approach destroys customer preference and begins the practice of destroying customer loyalty. According to Harteveldt, Southwest Airlines' financial situation will deteriorate significantly.

Meanwhile, Spirit Airlines completed its Chapter 11 bankruptcy proceedings by shifting its business strategy toward a different model from its ultra-low-cost carrier operations. The reorganized airline intends to introduce multiple product choices and different fare options, which could lead to better customer satisfaction results.

The Ranking And The Methodology Behind

The Wall Street Journal's 2024 ranking of the best US airlines lists the following (Hawaiian Airlines was excluded due to its regional focus):

1. Delta Air Lines
2. Southwest Airlines
3. Alaska Airlines
4. Allegiant Air
5. United Airlines
6. JetBlue
7. American Airlines
8. Spirit Airlines
9. Frontier Airlines

The journal evaluates nine major US carriers using seven equally weighted metrics, a comprehensive scorecard system designed to measure multiple aspects of customer experience.

These metrics also help airlines determine which customer perceptions of their services are incorrect. For example, public complaints about American Airlines customer service contradict operational data, which shows better results than what is perceived by the public.

Why Results Differ from Common Perceptions

Multiple elements cause the gap between what people think about airlines and what the airline rankings show. The emotional aspects of air travel are a key reason behind this discrepancy.

When travelers experience one negative incident, such as cancellation or lost luggage combined with staff disrespect, these difficulties tend to negatively affect a passenger's airline opinion for many years.

The case of American Airlines demonstrates this phenomenon clearly. As a major global carrier with numerous routes, American Airlines faces ongoing problems with how customers view the company.

According to TexasMonthly, the Fort Worth-based airline "has tried harder to really push the envelope" by testing customer limits regarding fee increases and service cuts.

American also implemented intensive stock buyback programs during profitable periods, which led to periods of debt accumulation that damaged the quality of customer service.

Southwest's significant change regarding baggage fees shows how gaps between public perception and reality can arise. Southwest Airlines worked for many years to establish itself as a friendly airline choice over traditional carriers.

Through open pricing models and focused customer policies, Southwest Airlines has developed strong brand devotion among its clientele. The airline's recent policy change has received excessive criticism because it conflicts with the carefully constructed public image Southwest Airlines had established.

Delta Wins, Southwest Changes, Spirit Revives Despite CEO Steps Down

The top rankings prove that Delta maintains a sustained dedication to operational reliability. The airline demonstrates successful institutionalization of performance-maintaining practices, which function consistently across all external conditions.

The air carrier also pays special attention to involuntary denied boardings because this statistic directly impacts passenger satisfaction. Delta's effective inventory management, combined with overbooking algorithms, permits it to decrease unpleasant scenarios where passengers suffer forced dislodgement from planes.

Southwest stands at a crucial point in its corporate development timeline. Since Elliott Investment Management acquired an 11% stake in the airline, the carrier has started making substantial changes to its policies, which previously differentiated Southwest through customer-friendly practices.

The airline's modifications go further than its well-known baggage fee implementation. Southwest Airlines made multiple strategic changes, including converting to assigned seating while charging fees for selected seats, redesigning aircraft to offer premium seating options, dismissing hundreds of management staff, and decreasing loyalty point rewards across most fare types.

Spirit Airlines finished its major financial restructuring process through Chapter 11 bankruptcy proceedings. However, CEO Ted Christie, who led Spirit Airlines, stepped down in April, just weeks after staying with the company for 13 years.

Tips for Choosing an Airline Based on Study Insights

Different travelers have different priorities. The performance metrics that airlines publish for the entire country do not necessarily show their dependability on individual flight routes. The performance of carriers varies between different regions and airport hubs, although they might show weaker results in other areas.

Verify the punctuality records for your specific routes before making vital travel decisions because carrier performance scores do not always show the entire picture.

The base fare is a single element among multiple travel expenses. Before deciding which transportation option to choose, travelers should estimate expenses that could emerge because of flight delays.

They should also consider extra fees for bags, seats, and change fees. The cost of choosing a reliable carrier with a slightly higher starting price may be more affordable than the expenses associated with budget carrier delays.

Evaluating the continued value of airline loyalty becomes vital. Your loyalty investment can no longer bring substantial benefits since many carriers offer devalued earning rates combined with flexible redemption values and decreasing reward availability.

Industry-Wide Impact

The current airline ranking system shows a more intricate situation beyond what standard beliefs indicate. Research shows that customers need to choose carriers through evidence-based metrics rather than depending solely on built-up reputational value.

Airlines that succeed in this market will combine financial requirements with authentic dedication to service reliability, because customer experience remains the key driver of long-term success in this consolidated industry. The airline executive community must understand that operational performance is the essential basis for all customer satisfaction metrics. Flight late arrivals or their complete absence as a service option cannot be resolved through additional amenities or friendly staff.

The annual rating system enables both passengers and airlines to use it as a guiding tool in their journey through an airline ecosystem undergoing industry consolidation, technological transformation, and evolving customer needs.