Virtuoso’s vice president of Global Public Relations Misty Belles about the latest trends in the travel industry and reveals the best destinations for travelers.
Walking through the airport to catch a flight can often be a busy and chaotic time for many passengers. Some airports, however, can make the experience more pleasant – or at least easier – than others.
According to JD Power’s “2024 North American Airport Satisfaction Study,” 60% of North American airline passengers surveyed indicated that they enjoyed their airport experience to some degree.
Using metrics such as “airport travel color; airport trust level; terminals; airport staff; departure/departure airport experience; food, beverage and retail; and arrival/departure airport experience,” the study determined how much – and mid-sized airports in North America performed when it comes to overall customer satisfaction.
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These are the major airports found by JD Power to score the highest in customer satisfaction. The study considered airports handling more than 33 million flyers per year to fall into the “large” category.
1. Minneapolis–Saint Paul International Airport
Passengers board near the Delta gates at Minneapolis–Saint Paul International Airport. (Anthony Souffle/Star Tribune via Getty Images/Getty Images)
When it comes to overall customer satisfaction, Minneapolis–Saint Paul International Airport tops other major airports, scoring 671 out of a possible 1,000. Brian Ryks, CEO of the Metropolitan Airports Commission, said that the level 1 “acknowledges the work and focus of all airport employees and partners who ensure that our airport facilities, services and hospitality are maintained to the highest standards and exceed the expectations of travelers. . ”
2. Detroit Metropolitan Wayne County Airport
Travelers at the Detroit Metropolitan Wayne County Airport in Detroit, Michigan, Thursday, Dec. 22, 2022. (Matthew Hatcher/Bloomberg via Getty Images/Getty Images)
Detroit Metropolitan Wayne County Airport’s score was 28 points lower than Minneapolis’. About 800 flights on 17 airlines depart from the airport each day.
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3. Phoenix Sky Harbor International Airport
An American Airlines flight taxis at Phoenix Sky Harbor International Airport on November 9, 2017, in Phoenix, Arizona. (DANIEL SLIM/AFP via Getty Images/Getty Images)
More than 48 million travelers passed through Phoenix Sky Harbor International Airport, which ranked third with 633 customer satisfaction scores, during the past year.
4. John F. Kennedy International Airport
Exterior view of JFK Airport in New York on Nov. 19, 2023. (KENA BETANCUR/AFP via Getty Images/Getty Images)
John F. Kennedy International Airport ranks 4th in customer satisfaction, JD Power says. The airport is located outside of New York City in the borough of Queens.
5. Dallas Fort Worth International Airport
Transportation vans await passengers arriving at Dallas Fort Worth International Airport in Dallas. (HUM Images/Universal Images Group via Getty Images/Getty Images)
Dallas Fort Worth International Airport, ranked fifth among major airports, offers flights to 193 domestic and 67 international nonstop destinations, according to its website.
In addition to major airports, the study identified which major and medium-sized airports travelers found most satisfactory.
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Among major airports that serve 10 to 32.9 million passengers annually, John Wayne Airport in Orange County, California took first place, JD Power said. Indianapolis Airport scored 687, making it a mid-sized airport (between 4.5 million and 9.9 million passengers per year) with high customer satisfaction.
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