According to the recently released J.D. Power 2017 North America Airport Satisfaction Study, overall passenger satisfaction reached a score of 749 on a 1,000-point scale, an 18-point increase from the previous year. Improvements in dining, retail and fewer security-related issues contributed most to the rise in satisfaction.
Among airports classified as “mega,” Orlando International Airport earned the highest satisfaction rating, followed by Detroit Metropolitan Wayne County Airport and McCarran International Airport. In the “large” airport category, John Wayne Airport in Orange County, California, placed first. Sacramento International Airport scored highest among “medium” airports. These rankings were based on responses from more than 34,000 frequent travelers across North America, who evaluated airports on terminal facilities, accessibility, security screening, baggage handling and dining and shopping options.
“The combination of a steadily improving economy, record passenger volumes and extensive renovation projects at airports nationwide has created a demanding environment for customer satisfaction,” said Michael Taylor, travel practice lead at J.D. Power. “That many airports are succeeding despite these pressures offers valuable insight for the industry as it updates and expands airport infrastructure.”
Taylor noted that capacity constraints are a growing issue for North American airports. “Many airports report full parking lots and large hubs, such as Orlando International, have been setting monthly passenger volume records for more than three years,” he said. “Airports are responding with both technology and personal service to help stressed travelers. Solutions range from smartphone apps that show available parking to animals trained to comfort passengers — in some places therapy dogs, and in one case even a therapy pig — all aimed at reducing stress and improving the airport experience.”