North America Airports Set Record for Passenger Satisfaction amid Surging Passenger Volumes and Ongoing Construction Projects, J.D. Power Finds

Airports in Las Vegas, Orlando, Orange County and Buffalo Rank Highest in Respective Segments

COSTA MESA, Calif. & TORONTO--()--North America airports have managed to shrug off the potentially disruptive effects of record passenger volumes and massive construction projects to achieve a record high in overall passenger satisfaction. According to the J.D. Power 2018 North America Airport Satisfaction Study,SM released today, across-the-board improvements in five factors: check-in; food, beverage and retail; accessibility; terminal facilities; and baggage claim 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,” said Michael Taylor, Travel Practice Lead at J.D. 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.”

Following are some of the key findings of the 2018 study:

  • Overall satisfaction reaches all-time high: Overall customer satisfaction scores reach an all-time high of 761, which is up 12 points from last year’s previous record high. Improvement is driven primarily by a 17-point increase in satisfaction with food, beverage and retail, and an 18-point increase in satisfaction with security check.
  • Better airport/TSA communication improves security check satisfaction: The 18-point increase in passenger satisfaction with the security check process is largely attributable to improved communication and cooperation between airport and TSA staff, with leading airports working closely with TSA to align security staffing levels with airport load factors.
  • Outsmarting human nature: The highest-scoring component of the airport experience is check-in/baggage check, which has been rising consistently since airports began implementing self-service kiosks and bag tagging. This removes the passenger frustration of waiting for someone else to facilitate a process, reduces lines and allows passengers to move at their own pace.

Airport Satisfaction Rankings

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.

John Wayne Airport, Orange County ranks highest among large airports, with a score of 815. Dallas Love Field (810) ranks second and Portland (Ore.) 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 traveller 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 travellers 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. The study was fielded from September 2017 through September 2018.

For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/resource/north-america-airport-satisfaction-study.

See the complete rankings at http://www.jdpower.com/pr-id/2018050.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

Study Ranking    
Overall North America Airport Satisfaction
Mega Airport Ranking
(Based on a 1,000- point scale)
 
Las Vegas McCarran International Airport 781
Orlando International Airport 781
Detroit Metropolitan Wayne County Airport 775
Denver International Airport 771
Dallas/Fort Worth International Airport 770
Hartsfield-Jackson Atlanta International Airport 769
Houston George Bush Intercontinental Airport 769
Minneapolis-Saint Paul International Airport 767
Phoenix Sky Harbor International Airport 765
San Francisco International Airport 763
Charlotte Douglas International Airport 761
Toronto Pearson International Airport 761
Mega Airport Segment Average 758
Seattle-Tacoma International Airport 756
New York John F. Kennedy International Airport 752
Miami International Airport 750
Boston Logan International Airport 747
Chicago O’Hare International Airport 735
Los Angeles International Airport 735
Newark Liberty International Airport 701
 
 
 
Study Ranking
Overall North America Airport Satisfaction
Large Airport Ranking
(Based on a 1,000- point scale)
 
John Wayne Airport, Orange County 815
Dallas Love Field 810
Portland (Ore.) International Airport 804
Nashville International Airport 802
Tampa International Airport 799
Vancouver International Airport 781
San Diego International Airport 776
Montreal-Pierre Elliott Trudeau International Airport 774
Austin-Bergstrom International Airport 772
William P. Hobby Airport 768
Salt Lake City International Airport 768
Chicago Midway International Airport 763
Large Airport Segment Average 760
Baltimore Washington International 759
Ronald Reagan Washington National Airport 759
Calgary International Airport 756
Lambert-St. Louis International Airport 753
Washington Dulles International Airport 751
Oakland International Airport 749
Fort Lauderdale-Hollywood International Airport 744
Louis Armstrong New Orleans International Airport 743
Honolulu International Airport 736
Philadelphia International Airport 736
Kansas City International Airport 733
New York LaGuardia Airport 678
 
 
 
Study Ranking
Overall North America Airport Satisfaction
Medium Airport Ranking
(Based on a 1,000- point scale)
 
Buffalo Niagara International Airport 814
Indianapolis International Airport 811
Southwest Florida International Airport 810
Sacramento International Airport 805
Cincinnati/Northern Kentucky International Airport 804
Jacksonville International Airport 803
Pittsburgh International Airport 801
Albuquerque International Sunport 797
John Glenn Columbus International Airport 789
Medium Airport Segment Average 789
Hollywood Burbank Airport 788
Raleigh-Durham International Airport 787
Eppley Airfield 786
Palm Beach International Airport 785
San Antonio International Airport 785
Ted Stevens Anchorage International Airport 784
Ontario International Airport 783
Bradley International Airport 782
General Mitchell International Airport 778
Cleveland Hopkins International Airport 769
San Jose International Airport 767
Kahului Airport 757

Source: J.D. Power 2018 North America Airport Satisfaction Study SM

Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.

Contacts

Media Relations Contacts
Cohn & Wolfe; Toronto, Canada
Sandy Caetano, 647-259-3288
sandy.caetano@cohnwolfe.ca
or
J.D. Power; Costa Mesa, Calif.
Geno Effler,
714-621-6224
media.relations@jdpa.com

Contacts

Media Relations Contacts
Cohn & Wolfe; Toronto, Canada
Sandy Caetano, 647-259-3288
sandy.caetano@cohnwolfe.ca
or
J.D. Power; Costa Mesa, Calif.
Geno Effler,
714-621-6224
media.relations@jdpa.com