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Anyone that travels by air knows that many airports are now bursting at the seams with travelers. And while, according to JD Power, many of America’s airports are “not designed for the volume of people and flights they now support,” overall satisfaction with flyers airport experience has actually improved.
Overall traveler satisfaction with the airport experience averages 731 (on a 1,000-point scale) in 2016, an improvement from 725 in 2015. Overall satisfaction with large airports is 724, a 5-point increase from 2015, and satisfaction with medium airports is 760, an 8-point rise. The increase in satisfaction comes at a time when airports are posting a 5-6% annual increase in traveler volumes.
“Many airports, especially the nation’s largest airports, were never built to handle the current volume of traveler traffic, often exceeding their design limits by many millions of travelers,” said Michael Taylor, director of the airport practice at J.D. Power. “Yet airports are overcoming infrastructure limits by affecting the things they can influence. Airports are successfully applying technology to improve check-in (+5 points year-over-year), security screening (+3 points) and the food, beverage and retail shopping (+10 points) experiences.”
So which airports are flyers most satisfied with, according to JD Power’s latest numbers? Turns out, among large airports, Portland International ranked number one overall in customer satisfaction. Coming in at number two was Tampa International, followed by Las Vegas McCarran International, Orlando International and Miami International Airport.
Hartsfield-Jackson Atlanta International once again claimed the top spot for busiest airport in the world with over 100 million people utilizing ever year. However, despite the massive amount of traffic, it wasn’t at the bottom of the list, but somewhere in the middle. Not bad, considering.
As for those airports that were ranked at the bottom in customer satisfaction, New York’s LaGuardia Airport was ranked the worst. Newark Liberty International was ranked second from the bottom, followed by Philadelphia International Airport, Chicago O’Hare Airport and Boston Logan Airport.
Among medium-sized airports, Indianapolis International Airport was ranked number one in customer satisfaction, followed by Buffalo Niagara International Airport and Fort Myers/Southwest Florida International Airport.
Bottom three on that list were Cleveland Hopkins Airport, Kahului Airport and Bradley International Hartford/Springfield Airport.
Here are the complete lists for both airport sizes…
Any disagreements with these rankings?
H/T Business Insider