What do Detroit Metropolitan Wayne County Airport (DTW), Tampa International Airport (TPA) and Indianapolis International Airport (IND) all have in common?
Each of these airports received the highest ranking in its respective category for customer satisfaction, according to a study from market research firm J.D. Power that was released Wednesday.
In the “mega” category — defined as airports with at least 33 million passengers a year — Detroit Metropolitan Wayne County Airport (DTW) earned the highest score of 800 on a 1,000-point scale. Last year’s winner, Minneapolis-St. Paul International Airport (MSP), came in second for the 2023 rankings, with a score of 796. Las Vegas’ Harry Reid International Airport (LAS) received 787 points, ranking third on J.D. Power’s list.
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Newark Liberty International Airport (EWR) was in last place again, ranking 16th with a score of 732. The airport opened its brand-new Terminal A in January. Still, it seems that not enough passengers experienced the multibillion-dollar renovations in time for the survey.
For the “large” airports category — airports that receive anywhere from 10 to 32.9 million passengers a year — Tampa International Airport (TPA) held the top spot for a second consecutive year, earning 832 points. Orange County’s John Wayne Airport (SNA) in California and Salt Lake City International Airport (SLC) finished in second (829 points) and third (825 points) place, respectively.
LaGuardia Airport (LGA), which has undergone major terminal renovations in recent years, climbed up from last place in the “large” airport category in 2019 to 14th place, reaching the study’s segment average of 788 points.
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Like Tampa, Indianapolis International Airport (IND) also held onto first place in the “medium” airports category — airports that see 4.5 to 9.9 million passengers a year — at 843 points. It was followed by Southwest Florida International Airport (RSW) near Fort Myers in second place (839 points) and California’s Ontario International Airport (ONT) in third (834 points).
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J.D. Power derives the rankings from six factors, in order of importance: terminal facilities, airport arrival and departure, baggage claim, security check, check-in and baggage check-in, and food, beverage and retail options.
While hiccups with flight cancellations and delays defined much of travel in 2022, things finally seem to be looking up in 2023.
J.D. Power found that overall passenger satisfaction improved this year despite issues like the pilot shortage and weather-related delays hindering travel. In particular, the study found that overall passenger satisfaction improved by three points on a 1,000-point scale, largely driven by improvements in terminal facilities, baggage claim, and food, beverage and retail services.
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“It has not been an easy year for North American airports, but major capital improvements they’ve made over the last several years and new investments in getting food, beverage and retail operations back up and running at full capacity have helped them manage the crush of passengers,” Michael Taylor, J.D. Power’s managing director of travel, hospitality and retail, said in a statement.
The market research firm also found a correlation between passenger satisfaction and spending at the airport. Passengers who reported higher satisfaction scores typically spent an average of $44 at the airport, while those who reported lower scores spent an average of $29. Passenger spending in airports rose by $3.47 in 2023.
Despite the improvements, J.D. Power cautioned that crowding could still be an issue for airports in the future. Many airports have experienced issues with crowded terminals and lounges. According to J.D. Power, 60% of surveyed passengers said they experienced severe or moderate overcrowding at an airport terminal, marking an increase of two percentage points from 2022.
Here is the full list of airport ratings, divided into J.D. Power’s mega, large and medium categories:
Mega airports
1. Detroit Metropolitan Wayne County Airport (DTW) — 800
2. Minneapolis-St. Paul International Airport (MSP) — 796
3. Harry Reid International Airport (LAS) — 787
4. (tie) Dallas Fort Worth International Airport (DFW) — 783
4. (tie) Miami International Airport (MIA) — 783
5. San Francisco International Airport (SFO) — 781
6. (tie) Denver International Airport (DEN) — 777
6. (tie) Hartsfield-Jackson Atlanta International Airport (ATL) — 777
6. (tie) Orlando International Airport (MCO) — 777
7. John F. Kennedy International Airport (JFK) — 773
8. Charlotte Douglas International Airport (CLT) — 772
Segment average: 772
9. Phoenix Sky Harbor International Airport (PHX) — 769
10. Los Angeles International Airport (LAX) —765
11. O’Hare International Airport (ORD) — 763
13. (tie) Boston Logan International Airport (BOS) — 762
13. (tie) Fort Lauderdale-Hollywood International Airport (FLL) — 762
14. Seattle-Tacoma International Airport (SEA) — 754
15. Toronto Pearson Airport (YYZ) — 749
16. Newark Liberty International Airport (EWR) — 732
Large airports
1. Tampa International Airport (TPA) — 832
2. John Wayne Airport (SNA) — 829
3. Salt Lake City International Airport (SLC) — 825
4. Dallas Love Field (DAL) — 820
5. Raleigh-Durham International Airport (RDU) — 813
6. (tie) Sacramento International Airport (SMF) — 806
6. (tie) William P. Hobby Airport (HOU) — 806
7. Louis Armstrong New Orleans International Airport (MSY) — 804
8. San Antonio International Airport (SAT) — 802
9. Calgary International Airport (YYC) — 801
10. Nashville International Airport (BNA) — 799
11. Portland International Airport (PDX) — 797
Segment average: 789
12. (tie) Kansas City International Airport (MCI) — 788
12. (tie) LaGuardia Airport (LGA) — 788
13. (tie) Baltimore/Washington International Thurgood Marshall Airport (BWI) — 787
13. (tie) Vancouver International Airport (YVR) — 787
14. Dulles International Airport (IAD) — 784
15. Austin-Bergstrom International Airport (AUS) — 783
16. Midway International Airport (MDW) — 780
17. Ronald Reagan Washington National Airport (DCA) — 779
18. Norman Y. Mineta San Jose International Airport (SJC) — 776
19. St. Louis Lambert International Airport (STL) — 775
20. San Diego International Airport (SAN) — 772
21. Oakland International Airport (OAK) — 768
22. Montreal-Trudeau International Airport (YUL) — 759
23. Daniel K. Inouye International Airport (HNL) — 753
24. Philadelphia International Airport (PHL) — 750
Medium airports
1. Indianapolis International Airport (IND) — 843
2. Southwest Florida International Airport (RSW) — 839
3. Ontario International Airport (ONT) — 834
4. Palm Beach International Airport (PBI) — 828
5. Albuquerque International Sunport (ABQ) — 827
6. Jacksonville International Airport (JAX) — 821
7. Cincinnati/Northern Kentucky International Airport (CVG) — 817
8. Buffalo Niagara International Airport (BUF) — 813
9. (tie) Milwaukee Mitchell International Airport (MKE) — 811
9. (tie) Pittsburgh International Airport (PIT) — 811
Segment average: 809
10. John Glenn Columbus International Airport (CMH) — 807
11. Eppley Airfield (OMA) — 804
12. Cleveland Hopkins International Airport (CLE) — 794
13. Bradley International Airport (BDL) — 789
14. Hollywood Burbank Airport (BUR) — 772
15. Kahului Airport (OGG) — 771
