Passenger satisfaction rises at North American airports

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Passenger satisfaction levels have reached a record high for North American airports, according to the JD Power 2018 North America Airport Satisfaction Study.

Improvements in check-in, accessibility, terminal facilities, baggage claim, retail, and food, beverage, helped drive overall passenger satisfaction levels to 761 (on a 1,000-point scale), 12 points higher than last year’s study.

Michael Taylor, travel practice lead at JD Power, said, “North America airports have been doing a tremendous job managing passenger volume, adding amenities, and keeping travelers moving despite some noteworthy challenges, but they will be put to the true test over the next few years.

“Several multi-billion-dollar airport construction projects – such as those in Boston, Los Angeles and Chicago – are reaching phases in which passenger disruption and increased traffic will be incredibly hard to avoid. How well these rapidly expanding airports manage throughout these infrastructure projects will provide valuable insight into what’s in store on a nationwide basis,” Taylor said.

The results found that Las Vegas McCarran International Airport and Orlando International Airport ranked highest in passenger satisfaction among mega airports, each with a score of 781. Detroit Metropolitan Wayne County Airport (775) came third with Denver International Airport (771) in fourth.

John Wayne Airport, Orange County, ranked the highest among large airports, with a score of 815. Dallas Love Field (810) ranked second and Portland International Airport (804) was third.

Buffalo Niagara International Airport ranked the highest among medium airports, with a score of 814. Indianapolis International Airport (811) came second and Fort Myers/Southwest Florida International (810) came third.

Now in its 13th year, the study is based on responses from 40,183 North America travelers who traveled through at least one domestic airport and covers both departure and arrival experiences (including connecting airports) during the past three months. The study was fielded from September 2017 through to September 2018.

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Dan joined Passenger Terminal World in 2014 having spent the early years of his career in the recruitment industry. As assistant editor, he now produces daily content for the website and supports the editors with the publication of each exciting new issue. When he’s not reporting on the latest aviation news, Dan can be found apprehensively planning his next DIY project.

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