SOUTHWEST AIRLINES RANKS FIRST IN ECONOMY CLASS CUSTOMER SATISFACTION BY J.D. POWER FOR FOURTH YEAR IN A ROW

Rhea-AI Summary

Southwest Airlines (NYSE: LUV) has been recognized as the Best Airline for Economy Class Customer Satisfaction by J.D. Power for the fourth consecutive year. The airline led in six key dimensions, notably ranking #1 in Airline Staff and Level of Trust. The recognition is based on a survey of 10,224 passengers who flew major North American airlines between March 2024-2025.

Southwest also reported the lowest ratio of consumer inquiries about airline service according to the U.S. Department of Transportation. The airline currently operates at 117 airports across 11 countries, employs over 71,000 people, and served more than 140 million customers in 2024. Southwest maintains its position as the carrier with the most air travelers flying nonstop within the United States.

Positive

• Ranked #1 in Economy Class Customer Satisfaction for 4th consecutive year
• Lowest ratio of consumer service complaints according to DOT
• Leading position in domestic nonstop flights in the US
• Strong customer base with over 140 million passengers served in 2024

Negative

• None.

Carrier also leads in six key study dimensions, including No. 1 Airline Staff and No. 1 in Level of Trust ¹

DALLAS, May 7, 2025 /PRNewswire/ -- Southwest Airlines Co. (NYSE: LUV) is recognized by J.D. Power as the Best Airline for Economy Class Customer Satisfaction ¹ for the fourth consecutive year, highlighting the airline's unwavering commitment to its Customers. Southwest Airlines^® was named the Most Satisfying Economy Air Travel Experience in the J.D. Power 2025 North America Airline Satisfaction Study and No. 1 in Airline Staff and Level of Trust. 

"We're honored to receive this ranking for a fourth year since it celebrates our Customer-friendly choices and our legendary Hospitality," said Bob Jordan, President, Chief Executive Officer, and Vice Chairman of the Board of Directors at Southwest Airlines. "Our Employees have always been Southwest's differentiator, and this award reflects their continuous dedication to serving our Customers."  

An exemplary Customer Experience starts with running a safe, reliable operation, and the airline is pleased to have the lowest ratio of consumer inquiries about airline service, as reported by the U.S. Department of Transportation (DOT). ² 

"Our Southwest Team continues to deliver a unique combination of unrivaled Customer Service with top-ranking operational performance," said Andrew Watterson, Chief Operating Officer at Southwest Airlines. "It's our Employees who turn first-time Southwest Customers into loyalists, and they deliver on our Purpose of connecting People to important moments in their lives with friendly, reliable, low-cost air travel."  

The J.D. Power study surveyed 10,224 Passengers who flew a major airline in North America between March 2024 and March 2025.  

To learn more about the Customer Experience that Southwest is creating to serve the needs of today's travelers, please visit Southwest.com or follow Southwest Airlines' social channels @SouthwestAir (Instagram, Facebook, and LinkedIn). 

About Southwest Airlines Co. 
Southwest Airlines Co. operates one of the world's most admired and awarded airlines, offering its one-of-a-kind value and Hospitality at 117 airports across 11 countries. Southwest took flight in 1971 to democratize the sky through friendly, reliable, and low-cost air travel and now carries more air travelers flying nonstop within the United States than any other airline ³. By empowering its more than 71,000⁴  People to deliver unparalleled Hospitality, the maverick airline cherishes a passionate loyalty among more than 140 million Customers carried in 2024. Southwest leverages a unique legacy and mission to serve communities around the world including harnessing the power of its People and Purpose to put communities at the Heart of its success. Learn more by visiting Southwest.com/citizenship.

¹ For J.D. Power 2025 award information, visit jdpower.com. 

 ² Source: Based on the number of consumer submissions received by DOT for airline service on marketing carriers, per 100,000 enplaned passengers. See the 2024 DOT Air Travel Consumer Reports. Air Travel Consumer Reports for 2024 | US Department of Transportation 

³ Based on U.S. Dept. of Transportation quarterly Airline Origin & Destination Survey since Q1 2021 

⁴ Fulltime-equivalent active Employees   

 

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SOURCE Southwest Airlines Co.

FAQ

What awards did Southwest Airlines (LUV) win in the 2025 J.D. Power study?

Southwest Airlines won Best Airline for Economy Class Customer Satisfaction for the fourth consecutive year, ranking #1 in Airline Staff and Level of Trust among other key dimensions.

How many passengers did Southwest Airlines serve in 2024?

Southwest Airlines served more than 140 million customers in 2024.

How many airports does Southwest Airlines (LUV) currently serve?

Southwest Airlines operates at 117 airports across 11 countries.

How many employees does Southwest Airlines have in 2025?

Southwest Airlines employs more than 71,000 full-time equivalent active employees.

What is Southwest Airlines' position in domestic US flights?

Southwest carries more air travelers flying nonstop within the United States than any other airline.