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

September 19, 2018

COSTA MESA, Calif. & TORONTO--(BUSINESS WIRE)--Sep 19, 2018--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 13 th  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

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.

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CONTACT: Media Relations Contacts

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J.D. Power; Costa Mesa, Calif.

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SOURCE: J.D. Power

Copyright Business Wire 2018.

PUB: 09/19/2018 07:24 AM/DISC: 09/19/2018 07:23 AM


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