Last year, research firm JD Power found that air passenger satisfaction with North American airports was at an all-time high.
Of course, there are two caveats. Once Covid vaccines became available, people were so grateful for the travel that, of course, they rated the experience very highly. Also, people were generally reluctant to travel in the past year, especially after variants like omicron came out, so overall sample sizes were on the smaller side.
Now, J.D. Power (Dinar) Reports suggest global passenger levels are close to 91% of pre-pandemic levels. So more people are traveling by plane than in the past two years. And according to JD Power’s latest survey, they’re having a much worse time.
Customers are not satisfied with their experience
The latest study shows that overall customer satisfaction decreased by 25 points, on a 1,000-point scale, to 777.
The study is “based on 26,529 completed questionnaires from residents of the United States or Canada who have traveled through at least one airport in the United States or Canada and covers departure and arrival experiences (including connected airports) in the past 30 days.”
These surveys paint a picture of a customer base that is fed up with inflation, making food and drinks more expensive, airports crowding and the increasing prevalence of flight delays and cancellations, due to weather caused by climate change, crew shortages linked to the coronavirus and other supply chain issues.
“The combination of pent-up demand for air travel, a nationwide labor shortage, and persistently rising prices on everything from jet fuel to a bottle of water has created a scenario in which airports are extremely crowded and passengers are increasingly frustrated — and likely said Michael Taylor, chief intelligence officer. Travel in JD Power.
“In some ways, this is a return to normal as large crowds at airports tend to make travelers more tired, but in cases where parking lots are overcapacity, gates are only parking space and restaurants and bars aren’t even open to offer some relief, from It is clear that the increase in capacity at the airports cannot come so soon.”
Other key findings from JD Power show the following:
- 58% of airport travelers describe the terminal building as overcrowded or moderately crowded. In 2019, 59% of travelers said their airport was severely or moderately crowded.
- 24% of travelers said they didn’t buy any food or drinks at the airport because it was too expensive. According to the study, this percentage increased from 20% in 2021 and 23% in 2019.
- Customers are increasingly frustrated with the difficulty of parking space, and 14% of travelers say parking was more expensive than they expected, up from 12% in 2021 and 11% in 2019.
What are the top airports in customer satisfaction?
JD Power also surveyed customer satisfaction for a number of US and Canadian airports, ranked by size from mega to large to medium. The overall rating of the Customer Satisfaction Index is based on a 1,000-point scale.
- Minneapolis-Saint Paul International Airport ranks first in passenger satisfaction among giant airports, with a score of 800. San Francisco International Airport (796) is ranked second at 796, while Detroit Metropolitan Wayne County Airport and John F. Kennedy International Airport are ranked third. With 791. Newark Liberty International Airport ranked lowest with 719.
- Tampa International Airport ranks highest among large airports with a score of 846. It is followed by John Wayne Airport, Orange County at 826, and Dallas Love Field at 825. Philadelphia International Airport last at 729.
- Indianapolis International Airport ranks first among average airports with a score of 842. Pittsburgh International Airport is ranked second with a score of 839 while Jacksonville International Airport and Southwest Florida International Airport are ranked third with a score of 826. Hollywood Burbank Airport is ranked last with a score of 763.