Believe it or not, airport satisfaction among North American travelers reached an all-time high according to a recent J.D. Power survey.
Despite the challenges of increased passenger demand and seemingly constant construction projects, the J.D. Power 2017 North America Airport Satisfaction Study finds overall customer satisfaction is at its highest since the study was first released in 2005.
“Capacity has become a huge challenge for North American airports, with many reporting 100% of available parking spots being filled and large airports, such as Orlando International, setting passenger volume records each month for more than three years straight,” said Michael Taylor, travel practice lead, J.D. Power. “Despite these difficulties, airports are responding with new technology and old-fashioned personal skills to win over harried travelers.
This year’s study satisfaction score reached 749 (on a 1,000-point scale), up 18 points from last year’s all-time high. Driving the improved score is the increase in satisfaction with security checks; check-in and baggage checks; and food, beverage and retail.
With nearly every airport in the country facing high passenger capacity, new technology is being implemented to address these challenges. At Sacramento International Airport, passengers can download an app telling them where to find a parking spot, and virtually every airport now invests in phone-charging stations and in-terminal WiFi.
Customer service also sees creative improvement, with programs including stress-relieving therapy animals; terminal food-delivery services; and friendly, helpful robots.
Which airports claim bragging rights? Orlando International Airport ranks highest in satisfaction among mega airports, with a score of 778, followed by Detroit Metropolitan Wayne County Airport and McCarran International Airport.
In the large airport category, John Wayne Airport in Orange County, Calif., ranks highest, followed by Tampa International Airport and Dallas Love Field.
Sacramento International Airport scored an impressive 810 out of 1,000 in the first-place spot for medium airports, followed by Indianapolis International Airport and Ted Stevens Anchorage International Airport.
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