The J.D. Power 2024 North America Airport Satisfaction Study was released recently, illuminating how travelers across the U.S. and Canada feel about their airport experiences. This annual survey is especially pertinent as air travel sees increasing volumes and changing expectations from the flying public.
Minneapolis-St. Paul International Airport (MSP) has topped the list among all mega airports, gaining accolades for its commitment to customer satisfaction. It achieved the highest scores across seven key dimensions of airport experience. These areas include ease of travel, trust, terminal facilities, staff performance, food and retail options, and the overall arrival and departure experiences.
Noting this remarkable achievement, Brian Ryks, the CEO of the Metropolitan Airports Commission, remarked, "Our purpose is to provide exceptional airport experiences so Minnesota thrives, and this prestigious recognition demonstrates we are delivering for our travelers." This sentiment reflects the hard work put forth by the employees and service partners at MSP.
The rankings didn’t just consist of numbers alone; significant passenger feedback substantiates these accolades. The study, which evaluated over 26,000 surveys collected from travelers over the past year, found MSP scoring 671 out of 1,000, particularly excelling with its attentive staff and well-maintained facilities.
Following MSP, the other airports contending for the top positions are also noteworthy. Detroit Metropolitan Wayne County Airport came second, scoring 643, and Phoenix Sky Harbor Airport sat at third with 633. The survey categorized airports based on passenger volumes, meaning mega airports see 33 million or more travelers annually. The trend clearly outlines how customer satisfaction is becoming ever more pivotal, especially amid record passenger levels.
Meanwhile, Hartsfield-Jackson Atlanta International Airport, often cited as the busiest airport globally, ranked 17th among mega airports this year. The slight dip from its preceding years may surprise some, but it demonstrates how dynamic these rankings can be as customer preferences evolve. Atlanta was rated 16 percentage points lower than the highest mega airport, showcasing the extensive competition faced.
On the flip side, Charlotte Douglas International Airport found itself lagging behind with below-average customer satisfaction ratings. It ranked 15th out of 20 mega airports with 585 points, which can be attributed to the challenges posed by increased congestion and guests finding navigation through the airport more difficult than before. With record levels of passenger traffic, primarily due to its status as a major hub for American Airlines, questions arise about how Charlotte can maintain quality service as crowding escalates.
Michael Taylor, J.D. Power’s Managing Director of Travel, noted, "Charlotte Airport is experiencing unprecedented passenger volumes, but with these large crowds come challenges. The airport's complaints stem not from poor service but from overwhelmed capacity during peak travel times." The situation speaks volumes about the balancing act airports must achieve between volume and quality service.
This year's satisfaction survey results also shine light on various dimensions impacting travelers’ experiences, emphasizing the growing influence of terminal design and amenities. For example, airports with regionally inspired architecture and local options for dining were rated higher, reflecting travelers’ appreciation for experiences tied to their destinations.
Yet it’s important to understand the overarching theme from the J.D. Power study: Even amid record crowds and soaring costs, travelers continue to find enjoyment during their airport experiences. Interestingly, 60% of survey respondents reported they "somewhat agree" or “strongly agree” they enjoy spending time at the airport, even with rising food and beverage prices and crowded terminals.
One overarching factor noted throughout the survey results is the impact of amenities on travellers’ experiences. MSP, for example, has various options available to its guests, including quick dining spots and thoughtful retail choices, resulting in responses indicating positive satisfaction levels. More respondents are beginning to voice their experiences, leading to the importance of efficient processes and customer service becoming more pronounced.
Food and beverage offerings at airports have been consistently lower-rated compared to other dimensions but didn’t seem to affect overall satisfaction this year, with passengers spending 3.53% less than they did the previous year. This reflects changing habits, as travelers appear to be more selective with their spending amid challenging economic circumstances.
What’s intriguing as well are the improvements making their way through various airports aiming to boost satisfaction scores. Many airports are engaged now with significant renovations, like the $608 million terminal lobby expansion at Charlotte, targeting to alleviate congestion and optimize traveler flow.
Spectacular advancements and reforms are also making waves at other airports. For example, Charlotte recently unveiled new skybridges to address congestion at arrival and departure drop-offs, complemented by the opening of new gates, including ten new gates across Concourse A. The Delta Sky Club's first lounge at the airport, set to debut soon, is expected to be another significant upgrade.
This year’s survey results signal to airport operators everywhere the importance of maintaining high-quality experiences, particularly as passenger numbers increase. The measures taken at MSP and the continual advancements being made at Charlotte serve as excellent examples. The challenge remains not just to keep up with demand but to do so without sacrificing the passenger experience.
Looking forward, as airports adapt and growth strategies are implemented, the next J.D. Power airport satisfaction study will be worth watching closely to see how these changes affect traveler sentiments moving forward. With all eyes on the skies, the industry is holding onto the hope for improved traveler experiences through the lens of constant evolution and innovation.
