Delta Takes Top Honors in 2021 J.D. Power Airline Satisfaction Study

In a year interrupted by a global pandemic, Delta’s policies of blocking middle seats and enhanced cleaning protocols earned them the top spot in the 2021 J.D. Power North America Airline Satisfaction Study. The Atlanta-based carrier narrowly outranked Southwest Airlines and Alaska Airlines to earn their first trophy since 1995.

When the COVID-19 pandemic interrupted air travel as we knew it, airlines changed their policies to cater to a traveler who valued personal safety above all else. Using a combination of social distancing policies and cleaning, Delta Air Lines finally earned their first J.D. Power trophy since 1995. In a press release, the research group named the Atlanta-based carrier the tip airline in their 2021 North America Airline Satisfaction Survey

Delta, Southwest and Alaska Earn Top Three Spots

With a score of 860. Delta was able to edge out Southwest Airlines by four points, and Alaska Airlines by 10 points. J.D. Power notes that Delta outperformed on the flight crew factor, giving them the overall edge.

The increased performance of flight crews throughout the pandemic was one of the bright spots for airlines in 2020. Across all airlines, overall satisfaction increased by 26 points as flight attendants and pilots had to enforce new measures, including face covering mandates.

But the front-line employees weren’t the only bright spot for flyers, according to J.D. Power. The removal of change fees for domestic flights also delighted flyers, driving up customer satisfaction with cost and fees by 47 points. Additionally, airlines policies of blocking middle seats and increased cleaning protocols earned airlines a lot of goodwill from their passengers.

“The airline industry adapted to a most unusual year by simplifying ticketing processes, waiving change fees and baggage fees which were key to persuading people to fly during the pandemic,” said Michael Taylor, travel intelligence lead at J.D. Power. “Maintaining that level of flexibility and recognition of individual passenger needs will be a strategic advantage for airlines that want to set themselves apart in passenger satisfaction as travel volumes start to recover.”

J.D. Power Report Conflicts With Other Airline Industry Benchmarks

Although the J.D. Power report suggests airlines performed better than expected during the pandemic, other reports suggests flyers were not happy with the service. The 2021 Wichita State University Airline Quality Ratings found airline complaints raised by 400 percent in 2020, mostly over refund policies.