North American airports fielded an average of 5–6 percent more travelers this year as compared to last year, and yet, according to consumer intelligence agency J.D. Power, customer satisfaction is up. Released today, the 2016 North America Airport Satisfaction Study ranks large- and medium-sized airports based on feedback from more than 36,000 customers, taking terminal facilities, airport accessibility, security check, baggage claim, check-in, baggage check, and food, beverage and retail options into consideration.
Improvements in food, beverage and retail offerings, as well as new, more efficient check-in and security screening technologies, are credited with having contributed to the increase in overall satisfaction. Among large airports, Portland International Airport earned the highest marks, while Indianapolis International Airport was the top-rated medium-sized airport. It’s worth noting, however, that medium-sized airports, on average, earned better scores than larger ones, with four mid-sized hubs out-ranking Portland International Airport.
Top-Ranked Large Airports
1. Portland (OR) International Airport
2. Tampa International Airport
3. Las Vegas McCarran Airport
Top-Ranked Medium Airports
1. Indianapolis International Airport
2. Buffalo Niagara International Airport
3. Fort Myers/Southwest Florida International Airport
Lowest-Ranked Large Airports
1. New York LaGuardia Airport
2. Newark Liberty International Airport
3. Philadelphia International Airport
Lowest-Ranked Medium Airports
1. Cleveland Hopkins Airport
2. Kahului Airport
3. Bradley International Hartford/Springfield Airport
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