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NEWS Last modified on September 19, 2018

Customer satisfaction rising at US airports – new study

North American airports have achieved a record high in overall passenger satisfaction levels, according to the JD Power's 2018 North America Airport Satisfaction Study.

The study, released today, reorts across-the-board improvements in five factors: check-in; food, beverage and retail; accessibility; terminal facilities; and baggage claim.

All, says the report, helped drive overall passenger satisfaction to 761 (on a 1,000-point scale), 12 points higher than last year's study.

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

"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."

Las Vegas McCarran International Airport and Orlando International Airport rank highest, in a tie, in passenger satisfaction among "mega airports", each with a score of 781. 

Detroit Metropolitan Wayne County Airport (775) ranks third and Denver International Airport (771) ranks fourth.

California's John Wayne Airport ranks highest among large airports, with a score of 815. Dallas Love Field (810) ranks second and Portland International Airport (804) ranks third.

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

The 2018 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North America airports by examining six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail.

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

Travellers evaluated either a departing or arriving airport from their round-trip experience. 


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