Indy airport tops new list
With a billion dollars worth of improvements, Indianapolis International Airport came out at the top of the list of 64 major airports in the US, according to a survey of passengers and visitor satisfaction by J. D. Powers and Associates.
"We found that Indianapolis ranked highest in both the small category of airports with fewer than 10 million passengers a year and also highest overall in the entire study. And that’s up from a tie for 13th in the previous study two years ago," said Stuart Greif, vice president and general manager of global hospitality for J.D. Power.
He added:
"There have been advances in technology that have revolutionized air travel during the past decade," he said. "However, passenger satisfaction with airports continues to lag behind that of other aspects of the travel industry, largely because passenger expectations of basic needs — such as prompt baggage delivery, airport comfort and ease of navigating the airport — are not being met consistently.”
Using a point basis, J.D. Power rated Kansas City International with 742 points to lead the medium size group with fewer than 30 million passengers. And Detroit Metropolitan Wayne County Airport had 705 points atop the large airport category with more than 30 million passengers.
Indianapolis was either first or second in each of the six key areas measured for customer satisfaction, he said.
Areas of greatest impact include an airport’s accessibility, baggage claim area, check-in and baggage check-in process, terminal facilities, ease of security checks and food and retail services.
The study also found that happy travelers tend to spend more money in airport terminals.
Passengers who were disappointed with their airport experience spent an average USD$14.12 on food and retail shops, while those who were delighted spent USD$20.55.
By David Wilkening
David
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
Qatar Airways offers flexible payment options for European travellers
Phocuswright reveals the world's largest travel markets in volume in 2025
Cyclone in Sri Lanka had limited effect on tourism in contrary to media reports
Skyscanner reveals major travel trends 2026 at ITB Asia
Higher departure tax and visa cost, e-arrival card: Japan unleashes the fiscal weapon against tourists