Skip to content
Home » Airports » North American Airports Achieve Remarkable Passenger Satisfaction Despite Challenges, J.D. Power

North American Airports Achieve Remarkable Passenger Satisfaction Despite Challenges, J.D. Power

Amid the flurry of travelers crowding the airports and various challenges ranging from weather delays to pilot shortages, North American airports have defied the odds. According to the recent J.D. Power 2023 North America Airport Satisfaction Study, these airports have managed to handle record passenger volumes and achieved a notable rise in overall passenger satisfaction.

Detroit Metropolitan Wayne County Airport takes the top spot in customer satisfaction on the JD Power rankings of North American Airports.
Matthew Groh – Own work View of McNamara Concourse A from Concourse B/C at Detroit Metropolitan Wayne County Airport CC BY-SA 4.0

Key Highlights:

  1. Record-breaking Passenger Volumes: North American airports faced an unprecedented surge in passenger numbers, accompanied by challenges like an ongoing pilot shortage, frequent weather-related disruptions, and many flight cancellations.
  2. Satisfaction Scores Rise: Surprisingly, the study revealed a 3-point increase in overall satisfaction attributed to enhanced terminal facilities, an upswing in food, beverage, and retail services, and improved baggage claim processes.
  3. Satisfied Passengers Spend More: A correlation emerged between overall passenger satisfaction and airport spending. Delighted travelers, rating their experience 10 out of 10, splurged an average of $44 at the terminals. In contrast, those less impressed spent around $29. The average spend per passenger in terminals increased by $3.47 compared to the previous year.
  4. Construction and Redevelopment Yield Positive Results: Airports like New York’s LaGuardia have witnessed a substantial leap in passenger satisfaction after concluding their construction and redevelopment projects. These projects have markedly improved passenger flow, parking, and terminal facilities.
  5. Challenges on the Horizon: Despite the impressive feats, crowding remains a significant challenge. While overall satisfaction remains high, it hasn’t reached the peak of 2020 when passenger volumes plummeted due to the pandemic.

Top Performing Airports in North America by Passenger Satisfaction:

J.D. Power ranks airports, segmented by size, on a satisfaction index reflected in points earned on a 1000-point scale.

Best Mega Airports in North America

  • Detroit Metropolitan Wayne County Airport clinched the top spot with 800 points out of 1000.
  • Minneapolis-Saint Paul International Airport came in second with 796 points.
  • Harry Reid International Airport came in third with 787 points.
  • The segment average for Mega Airports was 772.
JD Power ranking Mega Airports, 2023 North America Airport Satisfaction Study

Top Large Airports in North America

  • Tampa International Airport reigned supreme for the second consecutive year, earning 832 points out of 1000.
  • John Wayne Airport, Orange County took second place with 828 points.
  • Salt Lake City International Airport came in third with 825 points.
  • The segment average for large airports was 789 points.
Large Airports ranking JD Power 2023 North America Airport Satisfaction Study

Leading Medium Airports in North America

  • Indianapolis International Airport secured first place once again with 843 points out of 1000.
  • Southwest Florida International Airport came in second with 839 points.
  • Ontario International Airport took third place with 834 points.
  • The segment average for medium airports was 809 points.
Medium Airport Rankings JD Power 2023 North America Airport Satisfaction Study

For additional insights, visit J.D. Power’s official report.

About J.D. Power:

A renowned global pioneer, J.D. Power has an esteemed reputation for offering deep consumer insights, advisory services, and an array of data and analytics. With a legacy stretching over 50 years, the company has continuously employed advanced techniques like big data, AI, and algorithmic modeling to analyze consumer behavior. Numerous global businesses spanning various industries consider J.D. Power’s insights indispensable.

Leave a Reply

Your email address will not be published. Required fields are marked *

Cookie Consent with Real Cookie Banner