Airport Passenger Satisfaction Reaches Record High

Airports in North America have achieved a record high in overall passenger satisfaction.

According to the J.D. Power’s 2018 North America Airport Satisfaction Study, overall satisfaction reached an all-time high of 761 (on a 1,000-point scale), which is up 12 points from last year’s previous record high.

The study took six factors into consideration, including terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage, and retail. There was also an 18-point increase in passenger satisfaction with the security check process, which is attributable to improved cooperation between the airport and TSA staff.

“North America airports have been doing a tremendous job managing passenger volume, adding amenities, and keeping travelers moving despite some noteworthy challenges, but they will be put to the true test over the next few years,” J.D. Power’s Michael Taylor said in a statement.

“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,” Taylor continued. “How well these rapidly expanding airports manage throughout these infrastructure projects will provide valuable insight into what’s in store on a nationwide basis.”

Another reason for the rise in satisfaction is the implementation of self-service kiosks and bag tagging. The service removes the passenger frustration of waiting for someone else to facilitate the process, reduces lines and allows people to move at their own pace.

In terms of which airports had the highest satisfaction ranking, Las Vegas McCarran International Airport and Orlando International Airport were tied for first and Detroit Metropolitan Wayne County Airport finished third.

John Wayne Airport in Orange County ranked highest among large airports and Buffalo Niagara International Airport ranked highest among medium airports.

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