COSTA MESA, Calif. & TORONTO--(BUSINESS WIRE)--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.
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| 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.
