The results of J.D. Power’s 2022 North American Airport Satisfaction Study are in. Spoiler Alert: You’re likely to see more smiles in Minneapolis than at Newark.
Airlines and airports struggled to face challenges on multiple fronts this year, which led to a summer of operational disruptions in the industry. And according to the study, air travelers are not nearly as happy as they were in 2021.
In fact, the survey revealed a staggering 25-point drop in the number of happy air travelers compared to just one year ago.
Masks and government mandates aside, pandemic-era flying was – admittedly – less stressful than in normal times. Think about it: empty airports, ample parking, no lines, deals galore…not to mention that your chances of having to sit in a middle seat (or have someone sit next to you) were drastically reduced.
We didn’t know it at the time, but perhaps those were the good old days. That’s not to diminish the gravity of COVID-19’s darkest days. Indeed, there were many unknowns – especially early on in the crisis. But looking back on it now, the pandemic created an unprecedented scenario in which many modern-day stresses of air travel vanished. Not surprisingly, the highest level of satisfaction among air travelers in the survey’s 17-year history was recorded in 2021.
How J.D. Power Conducts the Airport Satisfaction Survey
Now, as the airline industry gains its footing in a post-pandemic world, it is faced with operational challenges, fewer flights, inflation, and crowds. And air travelers are not happy.
The 2022 J.D. Power North American Airport Satisfaction Study, which received more than 26,000 responses between August 2021 and July 2022, captures the state of the industry very accurately.
J.D. Power conducts the study by measuring the satisfaction at North America’s busiest mega airports (>33M pax/year), large airports (10-32.9M pax/year), and medium airports (4.5-9.9M pax/year).
Using a 1,000-point scale, the study measured an average score of 777 for overall air traveler satisfaction at North American airports using the following six factors:
- Terminal facilities
- Airport arrival and departure
- Baggage claim
- Security check
- Checkin (including baggage check)
- Food, beverage, and retail options
So, with all that in mind, what are North America’s most (and least) satisfying airports?
Mega Airports (>33 million pax annually)
Top 5
- MSP – Minneapolis-Saint Paul International Airport: 800 (out of 1000)
- SFO – San Francisco International Airport: 796
- DTW – Detroit Metropolitan Wayne County Airport: 791
JFK – John F. Kennedy International Airport: 791 - LAS – Harry Reid International Airport: 790
- MCO – Orlando International Airport: 786
Bottom 5
- EWR – Newark Liberty International Airport: 719
- ORD – Chicago O’Hare International Airport: 751
- LAX – Los Angeles International Airport: 753
- BOS – Boston Logan International Airport: 754
- YYZ – Toronto Pearson International Airport: 755
Large Airports (10-32.9M pax annually)
Top 5
- TPA – Tampa International Airport: 846
- SNA – John Wayne Airport, Orange County: 826
- DAL – Dallas Love Field: 825
- MSY – Louis Armstrong New Orleans International Airport: 813
RDU – Raleigh-Durham International Airport: 813 - SLC – Salt Lake City International Airport: 804
Bottom 5
- PHL – Philadelphia International Airport: 729
- HNL – Honolulu International Airport: 758
- MCI – Kansas City International Airport: 760
- LGA – LaGuardia Airport: 761
- STL – Saint Louis Lambert International Airport: 765
Medium Airports (4.5-9.9M pax annually)
Top 5
- IND – Indianapolis International Airport: 842
- PIT – Pittsburgh International Airport: 839
- JAX – Jacksonville International Airport: 826
RSW – Southwest Florida International Airport: 826 - MKE – General Mitchell International Airport: 824
- ABQ – Albuquerque International Sunport: 819
Bottom 5
- BUR – Hollywood Burbank Airport: 763
- OGG – Kahului AIrport: 767
- CLE – Cleveland Hopkins International Airport: 780
- BDL – Bradley International Airport: 789
- OMA – Eppley Airfield: 791
For the complete list, check out the J.D. Power 2022 North America Airport Satisfaction Study.
What do you think? Do you believe your fellow travelers got it right?
