For the seventh year in a row, Delta Air Lines has claimed the top spot in The Points Guy’s highly anticipated annual ranking of U.S. airlines, released this week. The ninth edition of the report evaluates the country’s ten largest carriers based on a mix of performance data, passenger experience, cost, and loyalty program quality.
The travel site, widely known for helping consumers navigate airline rewards and points, compiles the list using public data from the U.S. Department of Transportation alongside in-depth research into airline services and policies. The goal? To help travelers understand which carriers are truly delivering on reliability, value, and comfort, not just low fares.
A Familiar Leader and Shifting Competition
Delta’s continued dominance comes as no surprise to frequent flyers of the airline. The airline scored especially high in categories like on-time arrivals, customer satisfaction, and airport lounge access. While it didn’t lead in every metric, particularly in terms of affordability or the value of its SkyMiles program, its consistency set it apart.
Rising quickly to second place this year is United Airlines, which benefited from improvements in reliability and customer experience, as well as an expanded loyalty program. Notably, United’s new partnership with JetBlue (dubbed Blue Sky) helped boost its score in network reach and reward redemption flexibility.
Southwest Airlines secured the third spot, recovering from a rocky 2022 with the lowest cancellation rate of any major carrier in 2024. However, recent policy shifts, including the rollout of seat assignments and the introduction of baggage fees, could shake up the airline’s long-standing appeal among budget-conscious flyers.
What Helped (or Hurt) the Rankings?
The Points Guy evaluates airlines using dozens of factors. While some factors carry more weight, such as flight delays, mishandled baggage, and customer complaints, others, like Wi-Fi availability and in-flight entertainment, also play a role. The ranking also considers the usefulness of frequent flyer programs, factoring in both the ease of earning miles and how far those miles actually go for the consumers.
Smaller carriers like Hawaiian Airlines and Alaska Airlines held their own in this year’s rankings, earning praise for punctuality, service, and overall passenger experience. Hawaiian, for example, reported zero mishandled baggage incidents in the measured period.
At the bottom of the list were Frontier, Spirit, and Allegiant, all of which scored low in reliability and passenger satisfaction. While these ultra-low-cost carriers often offer bargain fares, they also tend to generate more customer complaints and rank poorly in terms of comfort and onboard service.
Understand Airlines Today
For anyone booking flights this summer — or those who have already booked a trip this year — this report provides a clear view of what travelers can expect from each airline. It also reflects the shift in travel priorities. While price is still a major factor, reliability, customer service, and reward value are taking center stage as delays, cancellations, and fees continue to frustrate flyers.
Brian Kelly, founder of The Points Guy, said in a press release that the rankings aim to offer “a full picture of the flying experience,” helping travelers make informed decisions in a market that’s more complex than ever.
Delta remains the leader, but its competition is catching up quickly, especially as airlines strive to balance cost-cutting with an improved customer experience. Whether you’re booking a cross-country business trip or planning your next vacation, knowing which airline puts passengers first can make all the difference in how your trip starts and ends.
