Despite a constantly increasing number of travelers moving through airports — many of which are not designed for the volume of people they now support — satisfaction with airport experience is improving, according to the J.D. Power 2016 North America Airport Satisfaction Study.

Overall traveler satisfaction with airport experience in 2016 averages 731 on a 1,000-point scale, an improvement from 725 in 2015. Satisfaction with large airports is 724, a five-point increase from 2015, and satisfaction with medium airports is 760, an eight-point rise.

Interestingly, these increases come at a time when airports are reporting a 5–6 percent increase in overall traveler volume.

“Many airports, especially the nation’s largest airports, were never built to handle the current volume of traveler traffic, often exceeding their design limits by many millions of travelers,” said Michael Taylor, director of the airport practice, J.D. Power. “Yet airports are overcoming infrastructure limits by affecting the things they can influence. Airports are successfully applying technology to improve check-in (+5 points year-over-year), security screening (+3 points) and the food, beverage and retail shopping (+10 points) experiences.”

The 2016 study found satisfaction improved in each factor of the airport experience, with the greatest increase in baggage claim and the food, beverage and retail category. Many airports are adding a wider variety of food options, often with localized cuisine. For example, Miami International Airport added Cuban and Caribbean restaurants and Houston Hobby offers authentic Texas barbecue.

Portland International Airport ranks highest in satisfaction among large airports for the second consecutive year, followed by Tampa International Airport and Las Vegas McCarran Airport. Indianapolis International Airport ranked highest among medium airports, followed by Buffalo Niagara International Airport and Fort Meyers/Southwest Florida International Airport.

Airports are addressing volume concerns with both short-term and long-term solutions. Many airports, including some of the United State’s busiest — New York LaGuardia, Chicago O’Hare, Los Angeles International and Hartsfield-Jackson Atlanta International Airport — are undergoing major renovations and others have major building projects in the pipeline. Construction projects do, of course, negatively impact satisfaction, as these projects often make it difficult for travelers to access the airport and terminals. It’s important for airports to implement a strategy for passenger flow, including clear directional signs and helpful customer service during these times of construction.

Tell us about your overall airport experience in 2016. What are the most important factors in a positive airport experience? Email us and let us know. Please include your full name and location with your email.