best airports

Fliers love Orlando Int’l Airport – and other new rankings

This year Orlando International Airport (MCO) gets top ranking for satisfaction among the “mega” airports in J.D. Power’s 2017 North America Airport Satisfaction Study.

Detroit Metropolitan Wayne County Airport (DTW) came in second and McCarran International Airport in Las Vegas ranked third, with scores of 778, 767 and 765,  respectively, out of a possible score of 1000.

Among large airports, John Wayne Airport in Orange County topped the list with a score of 796, followed by Tampa International Airport (795) and Dallas Love Field (790).

Sacramento International Airport got the highest marks among the medium airports (810), followed by Indianapolis International Airport (807), and Ted Stevens Anchorage International Airport (806).

The study, one of several ‘biggies’ that come out each year, ranks traveler satisfaction with mega, large, and medium North American airports by weighin six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; food, beverage and retail.

J.D. Power notes that ratings are up 18 points overall compared to last year’s all-time high, due to a 25-point increase in satisfaction with security checks (thanks to a drop in TSA staffing issues) and more satisfaction with check-in/baggage check (+19 points) and food, beverage, and retail (+15 points).  Self-service bag-check kiosks and other bag-tagging technologies got credit for raising satisfaction with the baggage check process.

Here are the Top 10 airports in each category:

“Mega” airports:

  1. Orlando International Airport
  2. Detroit Metroplitan International Airport
  3. McCarran International Airport
  4. Phoenix Sky Harbor International Airport
  5. Denver International Airport
  6. Charlotte Douglas International Airport
  7. Minneapolis-St. Paul International Airport
  8. Dallas-Fort Worth International Airport
  9. San Francisco Internaitonal Airport
  10. Seattle-Tacoma International Airport

Large Airports

  1. John Wayne Airport
  2. Tampa International Airport
  3. Dallas Love Field
  4. Nashville International Airport
  5. Portland International Airport
  6. Willliam P. Hobby Airport (Houston)
  7. San Diego International Airport
  8. Reagan National Airport
  9. Salt Lake City International Airport
  10. Baltimore-Washington Thurgood Marshall Airport

Medium Airports

  1. Sacramento International Airport
  2. Indianpolis International Airport
  3. Ted Stevens Anchorage International Airport
  4. Jacksonville International Airport
  5. Palm Beach International Airport
  6. Southwest Florida International Airport
  7. Pittsburgh International Airport
  8. Raleigh-Durham International Airport
  9. Buffalo Niagara International Airport
  10. Ontario International Airport

You can see the full lists and the scoring here.

World’s Best Airports – and the cleanest

The 2017 Skytrax World Awards have been announced and – no surprise – Singapore Changi Airport has been named as the World’s Best Airport for the fifth consecutive year.  The Crown Plaza Changi Airport was also named Best Airport Hotel – again.

Awards were announced in a wide variety of other categories – including cleanest airports and most improved.

A few of those lists are below. You can see the all the awards here.

The World’s Top 10 Airports

  1. Singapore Changi Airport
  2. Tokyo International Airport (Haneda)
  3. Incheon International Airport
  4. Munich Airport
  5. Hong Kong International Airport
  6. Hamad International Airport
  7. Chubu Centrair Nagoya
  8. Zurich Airport
  9. London Heathrow Airport
  10. Frankfurt Airport

The World’s Cleanest Airports

  1. Tokyo Haneda
  2. Seoul Incheon
  3. Centrair Nagoya
  4. Taiwan Taoyuan
  5. Tokyo Narita
  6. Singapore Changi
  7. Hong Kong
  8. Zurich
  9. Kansai Osaka
  10. Doha Hamad

The World’s Most Improved Airports

  1. Soekarno–Hatta
  2. Hamad Doha
  3. Houston IAH
  4. Delhi
  5. Haikou Meilan
  6. Guangzhou
  7. Phoenix
  8. Tokyo Narita
  9. Paris CDG
  10. Los Angeles

The World’s Best Airport Hotels

  1. Crowne Plaza Changi Airport
  2. Pullman Guangzhou Airport
  3. Hong Kong Sky City Marriott
  4. Hilton Munich Airport
  5. Regal Airport Hong Kong
  6. Langham Place Beijing
  7. Fairmont Vancouver Airport
  8. Mövenpick Hotel Bahrain
  9. Hilton Frankfurt Airport
  10. Sofitel Heathrow

The World’s Best Regional Airports

  1. Centrair Nagoya
  2. Cincinnati / Northern Kentucky
  3. Hamburg
  4. Denver
  5. Cologne / Bonn
  6. Durban King Shaka
  7. London City
  8. Dusseldorf
  9. Xi’an
  10. Gimpo

Satisfied customers at these winning airports

DFW International Airport

Airports Council International (ACI) World just released its Airport Service Quality awards – which measure passenger satisfaction – and some of your favorite airports are likely on the list of 2016 winners.

In the Best Airport by Region (counting airports with over 2 million passengers a year), it was a three-way tie between Indianapolis International Airport (IND), Jacksonville International Airport (JAX) and Toronto Billy Bishop Airport (YTZ) for Best Airport in North America.

In the “Best Airport in North America,” – by size – category:

*Dallas-Fort Worth International Airport took top honors among airports serving over 40 million passengers a year;

*Minneapolis-St. Paul International Airport got the 1st place nod for airports service 25 to 40 million passengers;

*Tampa International Airport won for airports service 15-25 million passengers a year,

*Indianapolis International Airport got the 1st place prize for airports serving 5 to 15 million passengers a year; and

*Toronto Billy’s Bishop Airport (YYZ) won Best Airport in North American in the 2-5 million passengers a year category.

One other award to take note of: “Best Improved Airport in North America,” which went to  John Glenn Columbus International Airport (CMH).

See the full list of winners from around the world here.

 

Which airports are tops in customer service?

IND AIRPORT CARD

Many modern-day airports mix transportation nodes with hospitality centers, focus on customer experience and offer fine dining outlets, luxury shopping outlets and full-service spas.

Which airports do it best? Each year, Airports Council International — the trade association of the world’s airports — conducts extensive passenger surveys to find out.

Here’s the story I wrote for CNBC.com on the results:

For its 2015 Airport Service Quality Award rankings, ACI surveyed more than 550,000 travelers worldwide about their traveling experiences. They ranked airports on everything from check-in and security to on-site amenities and food, beverage and retail options.

“Airports have evolved into complex, customer-focused businesses in their own right that in many cases are in competition with each other for passenger traffic,” said Angela Gittens, director general at ACI World.

“From duty-free and restaurants to ambiance, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel,” she added.

For the fourth year in a row, Indianapolis International landed in the first-place slot for airports in North America. The hub, which serves more than 7 million passengers a year, rolls out the red carpet for fliers who enter its gates. It has an extensive art program, many branches of local eateries, an apiary, a giant solar farm and a roaming robot that answers customer questions in real time.

“When you combine a beautiful facility with a generous dose of Hoosier hospitality, great things happen,” said Angela Cain, director of public affairs at Indianapolis’ Airport Authority.

“We are grateful to the hard-working Indianapolis Airport Authority staff, as well as our many business partners, for the customer service excellence they provide every day to our travelers,” she added. “We wouldn’t win this award, for the fifth time in six years, without them.”

Tied for second place among North American airports for 2015 were Grand Rapids’ Gerald R. Ford International Airport, Tampa, Dallas Love Field, Jacksonville and Ottawa.

Third-place for North American airports also resulted in a tie, for Austin, Detroit, Sacramento, San Antonio, and Toronto’s Billy Bishop Airports.

“These awards are particularly meaningful, because they are based on real-time feedback from our customers, while they are traveling,” said Thomas Naughton, CEO of Wayne County Airport Authority, which operates the Detroit Metropolitan Airport.

See the full list of ACI Airport Quality Service Awards for 2015 here.