Minneapolis-St. Paul Airport (MSP) in Minnesota was rated as the best airport in terms of user satisfaction among the largest airports in North America with more than 33 million annual passengers. Los Angeles International Airport (LAX) ranked third among the super-large airports in terms of satisfaction.
In the ‘2022 North American Major Airport Passenger Satisfaction’ evaluation released on the 22nd by J.D. Power, a marketing information service provider, MSP received 800 out of 1,000 points, taking the first place among 19 super-large airports.
J.D. Power interpreted the effects of extension and renovation promoted by MSP since last year as being reflected in the evaluation results this year. It also showed a smooth operation,” he said.
San Francisco International Airport was in second place (796 points), Detroit Metropolitan Wayne County Airport (791 points) in tied third, JFK International Airport in New York (791 points), and Las Vegas Harry Reed International Airport (790 points) in fifth place.
On the other hand, Liberty International Airport in Newark, New Jersey (719 points) had the lowest disgrace. In addition, Chicago O’Hare International Airport (751 points), LAX (753 points), Boston Logan International Airport (754 points), and Toronto Pearson International Airport (755 points) belonged to the bottom.
J.D. Power analyzed that the number of global air travelers recovered to 91% of the pre-pandemic level, but flight reductions due to a shortage of manpower, flight cancellations, fare increases, crowded office buildings, and service restrictions significantly reduced customer satisfaction. As a result, the average score of North American airports recorded 777 points, 25 points lower than last year (802 points).
In this survey, 58% of those who said that “airport terminals are uncomfortably crowded” were almost in line with 59% in 2019, before the pandemic. The number of people who answered “the price of food and beverages at the airport was too expensive to purchase” was 24%, up from 20% last year.
J.D. Power Travel Information Officer Michael Taylor interprets the combination of recovering travel demand, manpower shortages and rising prices, resulting in extremely crowded airports and annoying passengers.
In the ranking of 27 major airports (10 million to 32.9 million passengers per year), Tampa International Airport (846 points) ranked first, followed by Orange County’s John Wayne Airport (826 points) and Dallas Lovefield Airport (825 points). On the other hand, Philadelphia International Airport (729 points) ranked last.
Indianapolis International Airport (842 points) ranked first among 17 medium-sized airports (4.5 million to 9.9 million passengers per year), followed by Pittsburgh International Airport (839 points) in second place and Jacksonville International Airport (826 points) in third place. The lowest was Burbank Airport (763 points).
J.D. Power announces annual rankings by collecting customer satisfaction based on six items: airport terminal facilities, flight take-off and landing times, baggage handling, security screening, check-in procedures, food and beverage, and retail services.