Airport rankings

Study finds rise in overall airport satisfaction

There may still be a pilot shortage and plenty of issues causing airport terminals to be crowded and confusing.

However according to J.D. Power’s latest Airport study of North American airports, out today, travelers are feeling more satisfied with airports now than they were a year ago.

J.D. Power’s 2023 North America Airport Satisfaction Study, shows an uptick of 3 points (on a 1,000-point scale) this year, driven by improvements in three factors: terminal facilities; food and beverage and retail service; and baggage claim.

“While airports are doing a good job coping with the current issues, there is still more they could do to improve [the] passenger experience while also improving their own bottom lines,” said Michael Taylor, managing director of travel, hospitality and retail at J.D. Power. “Happy passengers spend a lot more money at the airport, so ongoing efforts to spread passenger volumes throughout the day and deliver superior service at all customer touchpoints will be critical.”

Did your favorite airport shine?

The Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North American airports and looks at six factors (in order of importance):

terminal facilities;

airport arrival/departure; baggage claim;

security check;

check-in/baggage check;

and food, beverage & retail.

This year’s study was conducted from August 2022 through July 2023.

Here are the top rankings:

Mega Airports

Detroit Metropolitan Wayne County Airport ranked highest with 800 points (out of 1000),

Minneapolis-Saint Paul International Airport (796), ranked second

And Harry Reid International Airport in Las Vegas ranked thrid (787).

Large Airports

Tampa International Airport ranks highest with a score of 832.

John Wayne Airport, Orange County (829) ranks second

And Salt Lake City International Airport (825) ranks third.

Of note among large airports is the ranking this year for New York’s LaGuardia Airport, one of the airports where recently completed construction and redevelopment projects have greatly improved the passenger experience.

LaGuardia Airport, which ranked last in passenger satisfaction in 2019, now ranks at the large airport segment average, tied with Kansas City International Airport, which just opened its shiny new terminal, and just below Portland International Airport, which is about to.

Medium Airports

For a second consecutive year, Indianapolis International Airport ranks highest among medium airports, with a score of 843.

Southwest Florida International Airport (839) ranks second and Ontario International Airport (834) ranks third.


Top airports share their secrets to success

What ‘secret weapons’ do airports use to make passengers happy? For my most recent “At the Airport” column on USA TODAY, I asked some of the ‘winners’ in the most recent JD Power suvey to share what they think makes their airports stand out against others.

Airports around the country are dealing wiht record high passenger volumes and a wave of major terminal construction projects. Yet, U.S. airports are doing a bang-up job of pleasing passengers.

That’s the major take-away from the 2018 North America Airport Satisfaction Study recently released by J.D. Power, which ranks everything from airlines and airports to electronics and cars.

The study says travelers’ overall satisfaction with airports is at a record high, based on factors such as terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail.

Of course, some airports rank higher in the study than others. And when we quizzed ‘winners’ about the secrets to their success, “a commitment to customer service” emerged as a universal theme. But so too did did a keen, good-hearted sense of competition.

The ‘mega’ airports

 

Among ‘mega’ airports – those serving more than 32.5 million annual passengers – Orlando International Airport (the 2017 category winner) and McCarran International Airport in Las Vegas tied for first place.

Orlando International (MCO), Florida’s busiest airport, credits its return win to “a seamless arrival and departure experience that exceeds the needs of the traveler and instills a memorable imprint of the culture and environment of the region.”

The airport is meeting milestones in its $4.27 billion Capital Improvement Plan and has completed a variety of ‘passenger-pleasing’ projects ranging from improved Wi-Fi and baggage systems to a people mover system that transports passengers over waterways and landscape that evoke the Florida sense of place.

When McCarran International Airport (LAS) landed in the number 3 slot in J.D. Power’s ‘mega’ category last year, Rosemary Vassiliadis, Director of Aviation for Clark County, Nevada,  gathered her team together to strategize how to move up to first place.

“It’s personal for us,” said Vassiliadis, “Las Vegas is a destination city and our airport offers the first and last look for almost 50% of the people who visit. We want to let them know how much their visit means to us.”

To gain its first-place tie this year, LAS teams focused on upgrading terminal spaces, smoothing out checkpoint experiences and perfecting the “You’re in Vegas” vibe that includes slot machines, a neon “Welcome to Las Vegas” sign, and a curated “Voices of Vegas” taped music program highlighting iconic Vegas acts and songs that name check the city.

At Detroit Metropolitan Airport (ranked third in this category this year) logo welcome mats have replaced industrial black runners. DTW officials also credit high passenger satisfaction ratings to amenities such as new nursing rooms, water bottle refill stations and light fixtures that can be programmed with seasonal and sport-team colors.

At Denver International Airport, which placed fourth in the ‘mega’ category this year, the secret to success is always looking for ways to “surprise and delight passengers,” said airport spokeswoman Emily Williams.

DEN offers everything from a Canine Airport Therapy Squad (that includes a cat) to airport events in an outdoor plaza that have featured a beer garden and an ice-skating rink.

And during its current terminal renovation project, DEN is having success delighting passengers with a series of “Pardon our dust” messages that embrace the conspiracy theories and rumors of alien inhabitants that date back to 1995, when the airport opened.

The best ‘large’ airports

Among ‘large’ airports serving 10 million to 32.4 million passengers California’s John Wayne Airport, in Orange County, ranked highest this year; Dallas Love Field ranked second and Oregon’s Portland International Airport ranked third.

John Wayne Airport 2006

With a departure curfew, passenger and flights caps and just 505 acres, “We’re a postage stamp of an airport, but passengers like our airport’s convenience.” said Deanne Thompson, spokeswoman for John Wayne Airport (SNA), which is located about an hour from LAX.

At SNA, passengers also appreciate ‘extras’ such as water bottle refill stations, pet relief areas, the vibrant art program and the nursing mothers lounge with adjustable lighting, said Thompson, “All amenities that make travel easy.”

Dallas Love Field Airport, which must contend with a gate cap, credits its customer satisfaction success to “personal touch and high-quality customer service.”

The airport offers a live weekday lunchtime music performance program, permanent and changing art exhibitions, a public piano, a children’s play area and information booths that are staffed from 5 a.m. until the last flight.

And at Oregon’s Portland International Airport, passengers enjoy the wide selection of local and regional shops and restaurants, true street pricing and a suite of amenities that includes a free movie theater, said PDX spokeswoman Kama Simonds.

“The secret sauce? The folks who work at PDX, who have an awesome sense of pride in the work they do and the travelers they interact with,” said Simonds, “And as we all know from when we’re travelers, that makes the whole experience that much better.”

The best ‘Medium’ airports

Among medium sized airports – those serving between 3 million and 9.9 million passengers – this year Buffalo Niagara International Airport ranks the highest, followed by Indianapolis International Airport and Fort Myers/Southwest Florida International.

 

In addition to focusing on customer service, “We also do things that go above and beyond,” said Kimberley Minkel, executive director of the Niagara Frontier Transportation Authority, which operates the Buffalo Niagara International Airport.

The airport has a branch of the Anchor Bar where Buffalo chicken wings were invented and the second largest ‘Paws of Love’ therapy dog program in the country. Thanks in large part to BUF’s award winning snow removal team, the airport never closes.

Among its ‘secret weapons,’ Indianapolis International Airport cites its bright, wide-open spaces and amenities such as human-powered charging kiosks and an extensive permanent and rotating art exhibition program. Events at the airport often mirror what’s happening in town: i.e. during Indianapolis 500 season, IND hosts a panel with drivers sharing stories of their racing experiences.

DCIM100MEDIADJI_0084.JPG

And a Southwest Florida International Airport in Fort Myers, “Our secret to success is the sense of place at our facilities,” said RSW spokeswoman Victoria Moreland, “In the terminal you can look out huge windows at the busy ramp and runway areas while sitting at a table under a palm tree.”

Do you agree with these rankings? And have you noticed these ‘secret weapons’ employed?

Top airports? Las Vegas, Orlando, John Wayne, Buffalo, says J.D. Power

Despite record passenger volumes and lots of construction projects,  travelers are more satisfied with the North America airports than ever before. That’s according to this year’s J.D. Power Satisfaction Study, which was released today.

The study breaks down airports by “mega,”  large and medium and evaluates for five factors (in order of importance): check-in; food, beverage and retail; accessibility; terminal facilities; and baggage claim.

Using a 1,000 point scale, the overall passengers satisfaction for airports overall was 761. That’s 12 points higher than last year’s study.

There was a tie for first place for  ‘mega’ airports category: Las Vegas McCarran International Airport and Orlando International Airport, with a score of 781.

“We are so proud of our No. 1 ranking in the mega airport category,” said Rosemary Vassiliadis, McCarran International Airport’s director of aviation, “This honor validates the hard work and collaboration among our airport partners as we have embraced a commitment to improving the passenger travel experience through shared customer service values. At McCarran, we know we are the first and last impression of Las Vegas, and we take that responsibility very seriously.”

The team at Orlando International is equally proud:

“We remain dedicated to our core goal of providing travelers and guests with an outstanding
experience, ‘The Orlando Experience’, as they travel through the airport,” said Frank
Kruppenbacher, Chairman of the Greater Orlando Aviation Authority. “We are gratified that
the efforts of the Board, staff and our airport partners to provide the traveling public with the
finest airport experience continue to be recognized.”

In the mega airport category, Detroit Metropolitan Wayne County Airport (775) ranks third and Denver International Airport (771) ranks fourth.

Among large airports, John Wayne Airport, Orange County ranks first, with a score of 815. Dallas Love
Field (810) ranks second and Portland (Ore.) International Airport (804) ranks third.

“Not only did John Wayne Airport receive the highest score of any airport in the study, scoring 815 points on a 1,000-point scale, we also received the highest score in four of the six study categories, said Airport Director Barry Rondinella.  “John Wayne Airport has earned this distinction due to our team’s commitment to providing a superior guest experience. Every guest, every day, receives a superior level of care and attention.”

In the medium airport category, Buffalo Niagara International Airport ranks highest with a score of
814. Indianapolis International Airport (811) ranks second and Fort Myers/Southwest Florida
International (810) ranks third.

Of course, here at StuckatTheAirport.com, we love all airports equally, but here are the full rankings from the report. If you can’t read them on this post, you can find them here.

              “Mega” Airports

                                              Large Airports 

                                   Medium Airports

 

Are your favorite airports and airlines on these lists?

Airport Council International (ACI), the trade association of world airports,has issued its list of winners of the 2017 Airport Service Quality Awards (ASQ).

The awards cover  airports around the world and are based on more than 600,000 passenger surveys evaluating 34 performance indicators, including airport access, check-in, security screening, restrooms, stores, restaurants, and passenger comments about their best and worst experience at each airport.

In North America, Indianapolis International and Jacksonville International Airport tied in the Best Airport title among airports serving more than 2 million passengers a year.

There was also a tie for 2nd place in this category between El Paso (ELP), Ottowa (YOW) and Toronto Billy Bishop (YTZ) airports. Ditto for 3rd place in this category, between Austin (AUS), Columbus (CMH), Dallas Love Field (DAL), Halifax YHZ), Pittsburgh (PIT), San Antonio (SAT), San Jose (SJC) and Tampa (TPA).

Maine’s Portland International Jetport (PWM) was named Best Airport in North America among those serving less than 2 million passengers a year.

And Cleveland-Hopkins International Airport (CLE) was named the Most Improved Airport in North America.

When ranked by size (passengers served) and region, here are this year’s North America winners

2–5 million passengers per year: Ottawa (YOW)
5–15 million passengers per year: Indianapolis (IND)
15–25 million passengers per year: Tampa (TPA)
25–40 million passengers per year: Minneapolis (MSP)
Over 40 million passengers per year: Toronto Pearson (YYZ)

Be sure check out the full list of ACI’s 2017 rankings for airports in other parts of the world.

The Points Guy site also released its 2018 Best Airlines Annual Report, with rankings of U.S. airlines based on  evaluation of data and factors such as on-time arrival rates, passenger complaints, cabin comfort, baggage issues, frequent flyer programs and more.

Alaska Airlines topped this list for the second year in a row.

“The ongoing merger between Alaska Airlines and Virgin America hasn’t slowed down this customer favorite,” said TPG, noting that the Seattle-based Alaska Airlines ranked in its top three for airfare, on-time arrivals, customer satisfaction, baggage and a best-in-the-industry frequent flyer program.

Here’s how the rankings of the U.S. airlines shook out:

Alaska:

Southwest

Delta

United

Frontier

American

Spirit

JetBlue

Hawaiian