Top 10 Airlines in America 2018
Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers.
Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. Southwest has earned the highest score for airlines every year since the Ratings began in 2011. Overall, the airlines industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry is unchanged from 2017.
The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows:
- Southwest Airlines: 76%
- Alaska Airlines: 74%
- JetBlue Airlines: 70%
- Virgin America: 70%
- Delta Airlines: 64%
- United Airlines: 63%
- American Airlines: 62%
- ExpressJet: 59%
- Spirit Airlines: 45%
“Southwest Airlines continues to set the pace for customer experience in the airline industry, but Alaska Airlines is closing the gap,” states Bruce Temkin, managing partner of Temkin Group.
Alaska Airlines’ customer experience score improved the most over the previous year, gaining six percentage-points. Spirit Airlines‘ score, on the other hand, declined the most, dropping five points.