Airports Compete for Customer Satisfaction. The winners are:

North American airports are filling up again with travelers. And airports are working hard to make the passenger experience as pleasant as can be despite labor shortages that limit the availability of some amenities and food, beverage, and retail options.

Some airports are dealing with it better than others.

In the newest airport rankings from J.D. Power’s 2021 North America Airport Satisfaction Study, released Wednesday, Miami International Airport (MIA) and Louis Armstrong New Orleans International Airport (MSY) ranked highest in their respective segments of ‘mega’ airport serving 33 million or more passengers per year and ‘large’ airports serving 10 to 32,9 million passengers per year.

(Due to reduced traffic medium-sized airports, serving 4.5 to 9.9 million passengers annually, were not ranked this year.)

“Our #1 ranking by J.D. Power is an encouraging sign that recent improvements at MIA are making a positive impression on our passengers,” said Ralph Cutié, Miami International Airport Director & CEO. “Our new state-of-the-art baggage handling system, which was fully integrated last year, now doubles the speed and efficiency of baggage screening and delivery for flights in our Central and South terminals, and our dining and retail concessions continue to score high marks.”

Kevin Dolliole, Director of Aviation at MSY airport said “This honor from J.D. Power is a testament to our tireless efforts to deliver safe, efficient, and clean facilities and services to the passengers at the New Orleans Airport.”

The study ranks airports on a 1,000-point scale in six categories, in order of importance: terminal facilities;
airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and
retail.

In the ‘mega’ airport category, Miami International Airport (MIA) was first with 828 (of 1000) points, John F. Kennedy International Airport (JFK) was second, with 817 points, and Minneapolis St. Paul International Airport (MSP) was third with 815 points.

Amongst ‘large’ airports, Louis Armstrong New Orleans International Airport (MSY) topped the list with 844 points. Tampa International Airport (TPA) secured the 2nd spot with just one less point – 843. And Raliegh-Durham International Airport (RDU) came in third with 841 points.

Here are the full rankings. See where your favorite airport landed.

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2 thoughts on “Airports Compete for Customer Satisfaction. The winners are:

  1. Yes, it does seem wacky. “Best” “Worst” “Most” always seem wrong/impossible to measure for studies/surveys like this.

  2. Rich McClear says:

    EWR is rated above SEA!!?? Man Newark must have done some real improving. Still in the lower half but above SEATAC?

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