U.S. airports have been ranked according to travelers’ satisfaction in the latest J.D. Power and Associates study. The North America Airport Satisfaction Study ranked the best airports and the worst based on surveys taking into consideration travelers attitudes.
The aviation market research is a major information providers both for U.S. airports and for travelers. According to the research company, the North America Satisfaction Study suggests a major cultural shift for the aviation industry. Travelers’ experiences fares higher and higher on the list of priorities for airports.
Rick Garlick, the travel and hospitality practice analyst at J.D. Power and Associates stated:
“Most airports have really made a tremendous shift over the past six years and are now focused on managing the end-to-end experience for their travelers”.
It seems that airports are racing to offer travelers an increasingly enjoyable experience rather than just focusing on offering a hub for transport options. The survey was conducted with the help of 21,000 travelers in North America in 2015. Thus, U.S. airports have been ranked according to travelers’ satisfaction, as well as depending on their size. The survey took six factors into consideration: airport terminal facilities, security, check-in and luggage check-in, luggage claim, how accessible the airport was, as well as retail amenities.
Retail amenities ranked high in travelers’ preferences and among the most enjoyable factors when it came to their experience. As U.S. airports have put up a larger number of places offering beverage, food, products and others, customer satisfaction soared proportionally.
Portland International Airport, one of the large U.S. airports was ranked highest in attending to travelers’ satisfaction. Overall, it scored 791 points out of 1,000. The second in line was Tampa International Airport, which scored 776 points out of 1,000. The third best airport in terms of travelers’ satisfaction was McCarran International Airport, Las Vegas, with 759 points out of 1,000.
As for medium-sized U.S. airports, there was a tie for the first spot. Both Southwest Florida International Airport and Dallas Love Field Airport scored 792 out of 1,000 points. The second spot also saw a tie at 789 points between Indianapolis airport and Raleigh-Durham airport.
If you’re looking for the weaklings in the top compiled according to travelers’ satisfaction, the worst medium-sized U.S. airport has to be Cleveland Hopkins International Airport. Newark-Liberty International Airport was the worst large-sized airport, scoring only 646.
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