British Airways tops the list with a net Satisfaction score of 28.3, nearly 8 points higher than the runner-up, discount carrier easyJet, which scored 20.3. Virgin Atlantic, Jet2.com and TUI airways round out the top five.
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Last updated on Aug 25, 2023. Customer satisfaction is a key indicator of airline performance and competitiveness. It reflects how well an airline meets or exceeds the expectations and needs of its passengers.
The British Airways Experience is more than a flight. It's about making every single journey as special and original as you are, whatever your reason to travel. We're always here to help you feel relaxed and secure from the airport to boarding and beyond.
On its long-haul international fleet, British Airways has taken strides over the past few years to install new economy, premium economy and business class seats — each with larger in-flight entertainment screens and better onboard amenities.
JetBlue Airways ranks highest in customer satisfaction in the first/business segment for a second consecutive year, with a score of 893. Delta Air Lines (865) ranks second and United Airlines (848) ranks third. Delta Air Lines ranks highest in customer satisfaction in the premium economy segment with a score of 848.
In the competition between British Airways versus American Airlines, there's a clear winner: American Airlines. American Airlines provides a much more extensive route for U.S.-based flyers, additional credit card options, more valuable miles and lower fees.
Winner: British AirwaysBritish Airways serves more total destinations and more destinations in the U.S. than Emirates. Plus, London is a more convenient connecting point for U.S.-based travelers than Dubai.
In the competition of Lufthansa versus British Airways, British Airways narrowly comes out as the winner. Both airlines fly to an equivalent number of destinations — in the U.S. and worldwide. And both British Airways and Lufthansa are known for adding excessive fees to award tickets.