Top-Rated Airlines of 2024 Based on US Consumer Satisfaction. As airlines continue to cut costs in an effort to meet profitability targets, consumers are often left grappling with the challenge of finding quality service at affordable prices. However, with data from the American Customer Satisfaction Index (ACSI), U.S. consumers have ranked their top airlines of 2024, offering insights into customer satisfaction trends in the airline industry.

The ACSI is a tool that measures customer satisfaction across various sectors, using a three-question survey to rate brands on a scale from 0 to 100. The questions focus on overall service satisfaction, how well the service met expectations, and how it compares to an ideal service experience. The resulting scores are a reflection of how well airlines performed in terms of customer experiences and expectations.

Leading the pack in 2024 is Alaska Airlines, with a score of 82. The airline, which ranks as the sixth-largest in North America by passengers carried, has built a solid reputation over the years for consistently performing well in customer surveys. Alaska Airlines is especially noted for its generous reward rates and customer-friendly policies, such as allowing passengers to bring a carry-on bag for free, irrespective of the fare class.

American Airlines follows closely behind with a score of 79, reflecting steady performance and customer satisfaction. Southwest Airlines, known for its no-frills service and unique flight offerings, comes in at 78, maintaining a steady score compared to previous years. Allegiant, JetBlue, and Delta all score similarly at 78 and 77, respectively, highlighting consistent customer satisfaction despite challenges in a competitive market.

On the other hand, United Airlines, which has faced significant scrutiny this year due to various safety incidents, saw its score drop by three points, down to 75. The airline made headlines in March after a tire fell off one of its Boeing 777-200 aircraft, landing in a parking lot at Los Angeles International Airport. This was just one of several incidents that plagued the airline in 2024, contributing to its decrease in satisfaction scores.

While United Airlines took a hit, Frontier and Spirit managed to see modest improvements, with both carriers increasing their satisfaction scores by 3 and 5 points, respectively. However, they remain at the lower end of the satisfaction spectrum, with scores of 69 and 67.

These rankings are a reflection of the ongoing efforts by airlines to balance cost-cutting measures with the need for quality service. While some airlines face challenges in maintaining customer satisfaction, others, like Alaska Airlines, have managed to deliver consistently strong service and stand out in an industry where the competition for consumer loyalty is fierce. As consumers increasingly prioritize convenience, value, and service quality, these rankings offer valuable insights into which airlines are best meeting their expectations.