Overall passenger satisfaction with North American airports reaches all-time high
0 Comment(s)
Print
E-mail Xinhua, September 22, 2017
Overall passenger satisfaction with North American airports has reached an all-time high, said a passenger satisfaction study released Thursday.
According to J.D. Power's 2017 North America Airport Satisfaction Study, overall traveler satisfaction reached 749 out of 1,000 points, which is up 18 points from last year's all-time high.
Improvement is driven primarily by a 25-point increase in satisfaction with security checks, said the report.
The study finds that airports in North America of every size have found creative ways to address the challenges of constant construction projects and increased passenger capacity demand.
Airports were grouped in three segments, based on annual passenger volume as measured by the Airports Council International: Mega airports were defined as those handling more than 32 million passengers per year. Large airports were defined as those handling between 10 million to 31.5 million passengers per year, while the medium airports were those handling between 4 million and 9.9 million passengers per year.
Orlando International Airport in Florida ranks the highest in satisfaction among mega airports with a score of 778. Detroit Metropolitan Wayne County Airport in Michigan ranks second with a score of 767, and McCarran International Airport in Las Vegas, Nevada, ranks third with a score of 765.
John Wayne Airport in Orange County, California, ranks the highest among large airports with a score of 796. Tampa International Airport in Florida ranks second with a score of 795, and Dallas Love Field Airport in Texas ranks third with a score of 790.
Another Californian airport, Sacramento International Airport, ranks the highest among medium airports with a score of 810. Indianapolis International Airport in Indiana ranks second with a score of 807, and Ted Stevens Anchorage International Airport in Alaska ranks third with a score of 806.
"Capacity has become a huge challenge for North American airports, with many reporting 100 percent 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, in a press release.
"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," he added.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. 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. The study was fielded from January through August 2017.
Go to Forum >>0 Comment(s)