In North America, Travelers rank 2022’s best and worst airports

by Sara Floyd Hello

Frequent flight cancellations. Crowded terminals. A lack of parking. Expensive airport food (if you can find an open restaurant). An annual airport satisfaction survey concludes, it’s been a rough year for airport travellers.

This year travellers are less satisfied with their airport experiences than they were in 2021, The J.D. Power 2022 North America Airport Satisfaction Study says. Based on a 1,000-point scale Overall customer satisfaction is down 25 points.

US passenger volume is nearing pre-pandemic levels. On Sunday at airport checkpoints the US Transportation Security Administration screened 2,371,992 passengers. In 2019 that figure is 94% of the same weekday.

“On everything in which airports are extremely crowded and passengers are increasingly frustrated from jet fuel to a bottle of water have created a scenario and it is likely to continue through 2023 for air travel the combination of pent-up demand, the nationwide labour shortage and steadily rising prices”, Michael Taylor, travel intelligence lead at J.D. Power said in a prepared statement.

“This is a return to normal as larger crowds at airports tend to make travellers more frazzled but in some cases where parking lots are over capacity, in some ways, gates are standing-room only and restaurants and bars are not even open to offer some reprieve, it is clear that increased capacity in airports can’t come soon enough.”

That airports were severely or moderately crowded In the survey more than half of travellers who participated in the survey said, while at airports 24% said they skipped buying food or drink because it was too expensive. Some fared far better than others in customer satisfaction, but it’s not all bad news for airports.

Mega airports (33 million or more passengers per year), large airports (those with 10 to 32.9 million passengers per year) and medium airports (4.5 to 9.9 million passengers per year), are the three categories of the global data and analytics company ranks airports.

In order of importance satisfaction is determined by looking at six factors, listed: terminal facilities, airport arrival/departure, baggage claim, security check, check-in/baggage check, and food, beverage and retail.

Those airports with 33 million or more passengers per year — Minneapolis-Saint Paul International Airport ranks highest in customer satisfaction with a score of 800 out of 1,000, In the study among the mega-airports evaluated.

With a score of 800 based on customer satisfaction Minneapolis-Saint Paul International Airport in Minnesota topped the list of best airports. With scores of 796 and 791, respectively, San Francisco International Airport and Detroit Metropolitan Wayne County weren’t far behind.

In New Jersey fared the worst O’Hare in Chicago and Newark Liberty International Airport, LAX in Los Angeles.

The airport’s updated terminal facilities helped it earn the top spot for satisfaction, according to Taylor. He said, Construction and renovations last year showed up in this year’s results.

With a score of 842 Indianapolis International Airport in Indiana ranked first in the medium-sized airport category, but two of the top four are in Florida.

In North America based on customer satisfaction Tampa International Airport in Florida was ranked as the best large airport. Ahead of John Wayne Airport in Orange County, California, and Dallas Love Field in Texas Tampa came in with a score of 846. Those airports had satisfaction scores of 826 and 825, respectively.

For the Minneapolis-St. Paul airports commission the airport had comparatively smooth summer operations, noted Kathleen Bangs, a spokesperson for flight tracking site Flight Aware who used to work, while some improvement projects are still underway.

In the survey airports in Philadelphia, Pennsylvania, Honolulu, Hawaii, and Kansas City, Missouri, ranked last.

With scores of 842 and 839 Pittsburgh International Airport in Pennsylvania and Jacksonville International Airport ranked second and third, respectively.

Based on customer satisfaction on the Hawaiian island of Maui and Hollywood Burbank Airport in California Kahului Airport came in last.

The study includes 26,529 surveys who travelled through at least one U.S. or Canada airport in the past 30 days from U.S. or Canadian residents. Through July 2022 data was collected from August 2021.

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