While airports may feel completely different this year, it would still be totally understandable if someone getting ready to take a flight is dreading what’s waiting for them at the airport. But believe it or not, a new report suggests most folks are actually more satisfied with the airport experience right now, likely because not that many people are flying.
J.D. Power’s annual airport satisfaction survey finds that customer satisfaction with airports is at a record high of 784 points out of 1,000. That’s up 22 points from last year. But the truth is, it’s only up because so few people are traveling due to COVID that people are breezing through security checkpoints, baggage claim, and food and retail services. 30% of travelers actually say they have a better opinion of airports they’ve traveled through after seeing their COVID-19 response.
Only 2% have a more negative view of airports since the pandemic. As for which airports are doing the best job at satisfying customers: Phoenix Sky Harbor International Airport ranks highest among “Mega” airports, with a score of 805. Dallas Love Field ranks highest among “Large” airports, with a score of 844. Indianapolis International Airport ranks highest among “Medium” airports, with a score of 866.
Top “Mega” Airports For Customer Satisfaction
- Phoenix Sky Harbor International Airport
- Miami International Airport
- Las Vegas McCarran International Airport
- Denver International Airport
- John F. Kennedy International Airport (NYC)
As for the worst airports, in the “Mega” area that “honor” goes to Newark Liberty Airport with a satisfaction rating of just 733, with New York’s LaGuardia Airport the worst “Large” airport with a 712 and Kahului Airport the worst “Medium” airport with a 745.