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San Antonio airport customer satisfaction rises in new J.D. Power ranking

September 20, 2018

Traveler satisfaction with San Antonio International Airport has risen slightly but remains below average for other airports of its size, the results of a J.D. Power survey released Wednesday show.

The San Antonio airport ranked 14 out of 21 airports in a category that includes airfields in Albuquerque, Sacramento and Jacksonville, according to J.D. Power’s 2018 North America Airport Satisfaction Study.

Travelers gave Buffalo Niagara International Airport in New York the highest marks among medium-sized airports, the study shows.

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J.D. Power surveyed more than 40,000 travelers who stopped at a domestic airport within the last three months, focusing on six categories: terminal facilities; check-in and baggage check; airport accessibility; security check; food, beverage and retail options; and baggage claim.

Overall customer satisfaction at U.S. airports hit an all-time high of 761 points out of 1,000, according to the 2018 survey, largely driven by increased satisfaction with the security check process and airports’ food and retail offerings.

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San Antonio International Airport’s ratings were below average, but improved year-over-year primarily because of finished construction on its new 1,200-space short-term parking garage, which translated into higher ratings for airport accessibility and check-in, said Michael Taylor, travel practice lead at J.D. Power.

The airport also got higher markers for its baggage claim area, Taylor said.

To read more about the ranking, see Thursday’s Business section or click here to visit our subscriber website, ExpressNews.com.

Joshua Fechter is a San Antonio-based staff writer covering retail and tourism. Read him on our free site, mySA.com, and on our subscriber site, ExpressNews.com. | jfechter@express-news.net | Twitter: @JFreports

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