What do Detroit Metropolitan Wayne County Airport (DTW), Tampa International Airport (TPA) and Indianapolis International Airport (IND) all have in common?
Each of these airports received the highest ranking in its respective category for customer satisfaction, according to a survey by market research firm JD Power released Wednesday.
In the “mega” category – defined as airports with at least 33 million passengers per year – Detroit Metropolitan Wayne County Airport (DTW) earned the highest score of 800 on a 1,000-point scale. Last year’s winner, Minneapolis-St. Paul International Airport (MSP) came in second in the 2023 rankings, with a score of 796. Las Vegas’ Harry Reid International Airport (LAS) received 787 points, ranking third on J.D. Power’s list.
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Newark Liberty International Airport (EWR) once again ranked last, ranking 16th with a score of 732. The airport opened its brand new Terminal A in January. Yet it appears that not enough passengers arrived in time for the survey to complete the renovation work worth several billion dollars.
For the “major” airports category – airports that receive between 10 and 32.9 million passengers per year – Tampa International Airport (TPA) ranked first for the second year in a row, with 832 points. John Wayne Airport (SNA) in California’s Orange County and Salt Lake City International Airport (SLC) finished second (829 points) and third (825 points), respectively.
LaGuardia Airport (LGA), which has undergone major terminal renovations in recent years, rose from last place in the “major” airport category in 2019 to 14th, achieving the survey’s segment average of 788 points.
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Like Tampa, Indianapolis International Airport (IND) also retained the top spot in the “medium” airports category – airports that handle 4.5 to 9.9 million passengers per year – with 843 points. It was followed by Southwest Florida International Airport (RSW) near Fort Myers in second place (839 points) and California’s Ontario International Airport (ONT) in third place (834 points).
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JD Power derives its rankings from six factors, in order of importance: terminal facilities, airport arrivals and departures, baggage claim, security screening, baggage check-in and check-in, and dining, drinking and shopping options.
While issues with flight cancellations and delays defined much of 2022’s travel, things finally seem to be looking up in 2023.
J.D. Power found that overall passenger satisfaction improved this year, despite issues such as pilot shortages and weather-related delays that hampered travel. Notably, the survey found that overall passenger satisfaction improved by three points on a 1,000-point scale, largely due to improvements in terminal facilities, baggage claim, and food, beverage and retail services.
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“It hasn’t been an easy year for North American airports, but major capital improvements they have made in recent years and new investments to get food, beverage and retail operations back to full capacity have helped them weather the crisis offer. of passengers,” said Michael Taylor, director of travel, hospitality and retail for J.D. Power, in a statement.
The market research firm also found a link between passenger satisfaction and airport spending. Passengers who reported higher satisfaction scores tended to spend an average of $44 at the airport, while those who reported lower scores spent an average of $29. Passenger spending at airports increased by $3.47 in 2023.
Despite the improvements, JD Power warned that crowds could still be a problem for airports in the future. Many airports have experienced problems with overcrowded terminals and lounges. According to JD Power, 60% of passengers surveyed said they experienced severe or moderate overcrowding in an airport terminal, which represents an increase of two percentage points from 2022.
Here’s the full list of airport ratings, broken down into JD Power’s mega, large, and midsize categories:
Mega airports
1. Detroit Metropolitan Wayne County Airport (DTW) — 800
2. Minneapolis-St. Paul International Airport (MSP) — 796
3. Harry Reid International Airport (LAS) — 787
4. (tie) Dallas Fort Worth International Airport (DFW) — 783
4. (tie) Miami International Airport (MIA) — 783
5. San Francisco International Airport (SFO) — 781
6. (tie) Denver International Airport (DEN) — 777
6. (tie) Hartsfield-Jackson Atlanta International Airport (ATL) — 777
6. (tie) Orlando International Airport (MCO) — 777
7. John F. Kennedy International Airport (JFK) — 773
8. Charlotte Douglas International Airport (CLT) — 772
Segment average: 772
9. Phoenix Sky Harbor International Airport (PHX) — 769
10. Los Angeles International Airport (LAX)—765
11. O’Hare International Airport (ORD) — 763
13. (tie) Boston Logan International Airport (BOS) — 762
13. (tie) Fort Lauderdale-Hollywood International Airport (FLL) – 762
14. Seattle-Tacoma International Airport (SEA) — 754
15. Toronto Pearson Airport (YYZ) — 749
16. Newark Liberty International Airport (EWR) — 732
Major airports
1. Tampa International Airport (TPA) — 832
2. John Wayne Airport (SNA) — 829
3. Salt Lake City International Airport (SLC) — 825
4. Dallas Love Field (DAL) — 820
5. Raleigh-Durham International Airport (RDU) — 813
6. (tie) Sacramento International Airport (SMF) — 806
6. (tie) William P. Hobby Airport (HOU) — 806
7. Louis Armstrong New Orleans International Airport (MSY) — 804
8. San Antonio International Airport (SAT) — 802
9. Calgary International Airport (YYC) — 801
10. Nashville International Airport (BNA) — 799
11. Portland International Airport (PDX) — 797
Segment average: 789
12. (tie) Kansas City International Airport (MCI) — 788
12. (tie) LaGuardia Airport (LGA) — 788
13. (tie) Baltimore/Washington International Thurgood Marshall Airport (BWI) — 787
13. (tie) Vancouver International Airport (YVR) — 787
14. Dulles International Airport (IAD) – 784
15. Austin-Bergstrom International Airport (AUS) — 783
16. Midway International Airport (MDW) — 780
17. Ronald Reagan Washington National Airport (DCA) – 779
18. Norman Y. Mineta San Jose International Airport (SJC) — 776
19. St. Louis Lambert International Airport (STL) — 775
20. San Diego International Airport (SAN) — 772
21. Oakland International Airport (OAK) — 768
22. Montreal-Trudeau International Airport (YUL) — 759
23. Daniel K. Inouye International Airport (HNL) — 753
24. Philadelphia International Airport (PHL) — 750
Medium-sized airports
1. Indianapolis International Airport (IND) — 843
2. Southwest Florida International Airport (RSW) — 839
3. Ontario International Airport (ONT) — 834
4. Palm Beach International Airport (PBI) — 828
5. Albuquerque International Sunport (ABQ) — 827
6. Jacksonville International Airport (JAX) — 821
7. Cincinnati/Northern Kentucky International Airport (CVG) — 817
8. Buffalo Niagara International Airport (BUF) — 813
9. (tie) Milwaukee Mitchell International Airport (MKE) — 811
9. (tie) Pittsburgh International Airport (PIT) — 811
Segment average: 809
10. John Glenn Columbus International Airport (CMH) — 807
11. Eppley Airport (OMA) — 804
12. Cleveland Hopkins International Airport (CLE) — 794
13. Bradley International Airport (BDL) — 789
14. Hollywood Burbank Airport (BUR) — 772
15. Kahului Airport (OGG) — 771