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This U.S. airline is rated best in customer satisfaction, according to J.D. Power Even during a pandemic. Pat Greenhouse/Globe Staff Email Delta Air Lines delivered the most customer satisfaction in 26 years during a global health pandemic, according to J.D. Power. The Atlanta-based airline ranked No. 1 in customer satisfaction in a J.D. Power 2021 North America Airline Satisfaction Study released on Wednesday, snagging the top spot for the first time since 1995. Though the North America airline industry lost more than $40 billion in revenue and saw passenger volume drop 60 percent in 2020, overall customer satisfaction with airlines increased 27 points to 819 (on a 1,000-point scale) year over year due to flight crew performance, removal of change fees, and implementation of COVID-19 safety measures, according to the study.

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