Flying the friendly skies is one of the quickest ways to travel these days, but it can also be one of the most stressful when you think about the crowded airports.
A recent report lists the best and worst airports in the country when it comes to customer satisfaction.
The J.D. Power 2023 North America Airport Satisfaction Study indicates that passenger satisfaction overall has been trending up over the past year despite several challenges in the air travel industry, including overcrowded terminals, cancellations and delays.
The report covers three categories of U.S. airports — mega, large and medium-sized terminas. For this article, we will only discuss mega airports.
Here are some key findings from the report, which ranks airports on a 1,000-point scale:
What Is the Best Mega Airport for Customer Satisfaction?
- With a score of 800, Detroit Metropolitan Wayne County Airport ranks #1 when it comes to passenger satisfaction. As for the worst mega airports on the list, Newark Liberty International Airport is at rock bottom with a score of 732.
- The study says three factors — terminal facilities, food/retail service and baggage claim — account for a 3-point improvement (and a 780 score) in how customers view U.S. airports.
- The most satisfied passengers — classified as “delighted” — spent an average of $44 in the terminal, “while those classified as disappointed (1-5 out of 10) spend just $29,” the report says.
Check Out the Best Airports for Customer Satisfaction
| U.S. Mega Airports | J.D. Power 2023 Score |
|---|---|
| Detroit Metro Airport | 800 |
| Minneapolis-St. Paul International Airport | 796 |
| Harry Reid International Airport | 787 |
| Dallas/Fort Worth International Airport | 783 |
| Miami International Airport | 783 |
| San Francisco International Airport | 781 |
| Denver international Airport | 777 |
| Hartsfield-Jackson International Airport | 777 |
| Orlando International Airport | 777 |
| George Bush Intercontinental Airport | 776 |
| John F. Kennedy International Airport | 773 |
| Charlotte-Douglas International Airport | 772 |
| Segment Average | 772 |
| Phoenix Sky Harbor International Airport | 769 |
| Los Angeles International Airport | 765 |
| O’Hare International Airport | 763 |
| Boston Logan International Airport | 762 |
| Fort Lauderdale-Hollywood International Airport | 762 |
| Seattle-Tacoma International Airport | 754 |
| Toronto Pearson International Airport | 749 |
| Newark Liberty International Airport | 732 |
Read the complete report from J.D. Power.
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