Internet Travel Monitor - Travel Industry News
September 27, 2017
North American Airports Effectively Navigating Construction, Capacity Challenges, J.D. Power Finds
Orlando, John Wayne Orange County and Sacramento rank highest in respective segments
Overall passenger satisfaction with North American airports has reached an all-time high, as airports of every size have found creative ways to address the challenges of constant construction projects and increased passenger capacity demand. That’s the finding of the J.D. Power 2017 North America Airport Satisfaction Study.
“Capacity has become a huge challenge for North American airports, with many reporting 100% of available parking spots being filled and large airports, such as Orlando International, setting passenger volume records each month for more than three years straight,” said Michael Taylor, Travel Practice Lead at J.D. Power. “Despite these difficulties, airports are responding with new technology and old-fashioned personal skills to win over harried travelers. These range from smartphone apps that tell travelers where to find a parking spot to therapy dogs—and in one case, a therapy pig—mingling with travelers to relieve stress and improve the overall airport experience.”
Following are some of the key findings of the study:
Airport Satisfaction Rankings
Orlando International Airport ranks highest in satisfaction among mega airports, with a score of 778. Detroit Metropolitan Wayne County Airport (767) ranks second, and McCarran International Airport (765) ranks third.
John Wayne Airport (in Orange County, Calif.) ranks highest among large airports, with a score of 796. Tampa International Airport (795) ranks second, and Dallas Love Field (790) ranks third.
Sacramento International Airport ranks highest among medium airports, with a score of 810. Indianapolis International Airport (807) ranks second, and Ted Stevens Anchorage International Airport (806) ranks third.
The 2017 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North American airports by examining six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; food, beverage and retail.
Now in its 12th year, the study is based on responses from 34,695 North American travelers who traveled through at least one domestic airport with both departure and arrival experiences (including connecting airports) during the past three months. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from January through August 2017.
Copyright 2017 J.D. Power. All rights reserved. From http://www.jdpower.com.
To view the Internet Travel Monitor Archive, click https://www.tripinfo.com/ITM/index.html.