Following a time of consistent growth in satisfaction, North American airports are reaching the point where travelers expect more, according to the latest report from J.D. Power.
Airlines and airports alike continue to improve their products, but as upper limits begin to appear, discerning travelers can easily tell the best from the rest. According to J.D. Power, overall passenger satisfaction for passengers using North American airports rose only a single point after years of sustained growth.
The report names near-constant construction at many airports a source of disruption for many travelers. On the other side of things, improved TSA procedures, biometric screening and overall improved security efficiency helped improve the score for many airlines.
The report breaks down airports into three categories based on how much traffic they see in a given year. Mega airport includes the busiest facilities on the continent, like Hartsfield-Jackson Atlanta International Airport, John F. Kennedy International Airport and San Francisco International Airport. In this mega category, Detroit Metropolitan Wayne County Airport takes the top ranking with a score of 786/1,000.
Mega airports serve 33 million or more passengers annually. Large airports serve 10–32.9 million passengers annually and medium airports serve 4.5–9.9 million passengers annually.
Other high-ranking airports in this category include Minneapolis-Saint Paul International Airport, McCarran International Airport and Orlando International Airport.
The top-ranking large airports include Portland International Airport, Dallas Love Field and Tampa International Airport. Finally, top-ranking medium airports include Indianapolis International Airport, Jacksonville International Airport and Buffalo Niagara International Airport.
One constant in the study is the trend of ascending satisfaction as airports deal with fewer passengers. On average, medium airports are more satisfactory than large, which are more satisfactory than mega.
The study examines six factors to determine an overall satisfaction score for each airport. In order of importance, the factors are terminal facilities; airport accessibility; baggage claim; security check; check-in and baggage check; and food, beverage and retail.
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