Despite record passenger volumes across North America, traveler satisfaction with airports is on the rise, according to the latest annual J.D. Power airport satisfaction study.
Released Wednesday, the report is based on more than 30,000 surveys from travelers in the U.S. and Canada. The study evaluates airports on seven factors: terminal facilities, airport staff, food and retail offerings, ease of travel through the airport, level of trust, and the arrival and departure experience.
The increase in overall satisfaction comes even amid widespread flight delays and cancellations. The study attributes this positive trend to the completion of major renovation projects at numerous airports, which have brought improved dining and retail options to terminals. According to J.D. Power, when airports establish a “genuine sense of location,” overall satisfaction scores improve significantly. This year, satisfaction increased by 15 points for large airports, 10 points for medium airports, and 8 points for mega airports.
The report ranks airports in three categories based on annual passenger traffic.
Mega Airports (33 million+ passengers per year)
- Best: Minneapolis-Saint Paul International, Detroit Metropolitan Wayne County, Phoenix Sky Harbor International, Dallas/Fort Worth International, and Harry Reid International.
- Worst: Newark Liberty International, Charlotte Douglas International, Seattle-Tacoma International, O’Hare International, and Los Angeles International.
Large Airports (10 – 32.9 million passengers per year)
- Best: John Wayne Airport (Orange County), Tampa International, Dallas Love Field, Kansas City International, and Raleigh-Durham International.
- Worst: Philadelphia International, St. Louis Lambert International, Washington Dulles International, Honolulu International, and Oakland International.
Medium Airports (4.5 – 9.9 million passengers per year)
- Best: Indianapolis International, Buffalo-Niagara International, Jacksonville International, Palm Beach International, and Milwaukee Mitchell International.
- Worst: Cleveland Hopkins International, Eppley Airfield, Kahului Airport, Albuquerque International Sunport, and Pittsburgh International.
