Airline passengers appear to be getting a lot more satisfaction out of flying these days. In fact, overall passenger satisfaction with North American airports is at an all-time high, according to the J.D. Power 2017 North America Airport Satisfaction Study.

The study, released this week, found that overall passenger satisfaction scores reached a record 749 out of 1,000 this year, up 18 points from last year’s score, which was the previous high.

J.D. Power attributed the increase to improvements to the security check process, faster check-in and baggage check, and better food, beverage and retail options at North American airports. Self-service bag-check kiosks and other bag-tagging technologies have helped to improve the baggage check process, the study said.

Dallas Love Field took third in the “large airport” category, earning a five circle rating and a score of 790 out of 1,000. That puts it “among the best,” according to the study.

Dallas-Fort Worth International airport took eighth on the “mega airport” list, with four circles and a score of 758, making it “better than most.”

Orlando International Airport led the mega group in passenger satisfaction, earning a score of 778 out of 1,000. OIA was followed by Detroit Metropolitan Wayne County Airport, which received a score of 767, and McCarran International Airport in Las Vegas, which received a score of 765.

Among “large” airports, John Wayne Airport in Orange County, California received the highest passenger satisfaction score, at 796 out of 1,000. Tampa International Airport came in at No. 2 among large airports, with a score of 795.

Sacramento International Airport, with a score of 810, took the top spot among “medium” airports. It was followed by Indianapolis International Airport and Ted Stevens Anchorage International Airport, which received scores of 807 and 806, respectively.


Presented by Dallas Business Journal, September 22, 2017

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