J.D. Power study: Airport passenger satisfaction up again
Despite the challenges of record passenger numbers in airports constantly being upgraded in huge construction projects, overall traveler satisfaction is up again to a new record high.
The J.D. Power 2018 North America Airport Satisfaction Study says overall satisfaction is up thanks to improvements in several key areas such as more efficient check-in procedures, better terminal facilities, baggage claim, food, beverage and retail options.
Satisfaction was up 12 points on J.D. Power’s 1,000-point scale compared to last year.
The improvement was led by a 18-point increase in customer satisfaction at security screening.
This is largely down to much improved communication between airports and TSA screening staff operations.
TSA staffing levels are now better aligned with airport load factors at airports across the country.
"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," said Michael Taylor, Travel Practice lead at J.D. Power.
"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. How well these rapidly expanding airports manage throughout these infrastructure projects will provide valuable insight into what’s in store on a nationwide basis."
Las Vegas McCarran and Orlando Airport tied for top spot in the mega airport category with an overall satisfaction score of 781, followed by Detroit and Denver.
John Wayne Airport, Orange County ranked top of the county’s large airports and Buffalo Niagara was found to be the best medium sized airport.
The study was based on data recorded from more than 40,000 North America travelers.
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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