Despite Record Passenger Volumes, North American Airports Earn Higher Marks for Traveler
Satisfaction, J.D. Power Finds
Detroit Metropolitan Wayne County Airport, Tampa International Airport and Indianapolis International
Airport Rank Highest in Respective Segments
TROY, Mich.: 20 Sept. 2023 — An amazing thing happened at North American airports, this year. Facedwith a potentially crippling combination of record high passenger volumes1, an ongoing pilot shortage thatshrank the number of available flights and countless weather delays and cancellations, overall passenger
satisfaction improved. According to the J.D. Power 2023 North America Airport Satisfaction Study,SMreleased today, overall satisfaction improves 3 points (on a 1,000-point scale), driven by improvements inthree factors: terminal facilities; food and beverage and retail service; and baggage claim.
“It has not been an easy year for North American airports, but major capital improvements they’ve madeover the last several years and new investments in getting food, beverage and retail operations back up
and running at full capacity have helped them manage the crush of passengers,” said Michael Taylor,managing director of travel, hospitality and retail at J.D. Power. “While airports are doing a good job
coping with the current issues, there is still more they could do to improve passenger experience while also
improving their own bottom lines. Happy passengers spend a lot more money at the airport, so ongoing
efforts to spread passenger volumes throughout the day and deliver superior service at all customer
touchpoints will be critical.”
Following are some key findings of the 2023 study:

1•Overall satisfaction improves, despite obstacles: Overall customer satisfaction with North
American airports increases 3 points to 780 this year, despite record passenger volume, crowded
terminals and a barrage of delays and cancellations. Top-performing airports in the study all saw
substantial gains in terminal facilities; food and beverage and retail service; and baggage claim.

•Satisfied travelers spending more money at the airport: There is a direct correlation between
overall passenger satisfaction and spending at the airport. Passengers classified as “delighted,”
meaning they rate their airport experience as 10 out of 10, spend an average of $44 in the terminal,
while those classified as disappointed (1-5 out of 10) spend just $29. This year, airport passengers
spent an average of $3.47 more than last year in the terminal.

•LaGuardia construction project results in massive jump in passenger satisfaction: Many of the topperforming airports in the study have one thing in common: recently completed construction andredevelopment projects that have improved passenger flow, parking and terminal facilities.
Nowhere is the positive effect of capital improvement clearer than in New York’s LaGuardia Airport,
which has climbed from dead last in passenger satisfaction in 2019 to reach the large airport
segment average, this year.

•Crowding to remain a challenge for foreseeable future: While North American airports havemanaged to keep passengers reasonably satisfied throughout a challenging year, overall

TSA, “TSA Checkpoint Travel Numbers,” https://www.tsa.gov/travel/passenger-volumes

jdpower.com/businesssatisfaction is still down from the highs seen in 2020 when passenger volumes were dramaticallylower due to the pandemic. More than half (60%) of travelers say they experienced severe ormoderate crowding within the terminal, a 2-percentage-point increase from last year.
Study Rankings
Detroit Metropolitan Wayne County Airport ranks highest in passenger satisfaction among mega airports
with a score of 800. Minneapolis-Saint Paul International Airport (796) ranks second and Harry Reid
International Airport (787) ranks third.
Tampa International Airport ranks highest among large airports for a second consecutive year, with ascore of 832. John Wayne Airport, Orange County (829) ranks second and Salt Lake City International
Airport (825) ranks third.
Indianapolis International Airport ranks highest among medium airports for a second consecutive year,with a score of 843. Southwest Florida International Airport (839) ranks second and Ontario International
Airport (834) ranks third.
The 2023 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, largeand medium North American airports by examining six factors (in order of importance): terminal facilities;
airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage andretail. Mega airports are defined as those with 33 million or more passengers per year; large airports with10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year.
Now in its 18th year, the study is based on 27,147 completed surveys from U.S. or Canadian residents who
traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences(including connecting airports) during the past 30 days. Travelers evaluated either a departing or arriving
airport from their round-trip experience. The study was fielded from August 2022 through July 2023.
For more information about the North America Airport Satisfaction Study, visit
http://www.jdpower.com/resource/north-america-airport-satisfaction-study.
See the online press release at http://www.jdpower.com/pr-id/2023117.
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer inthe use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understandconsumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions
with brands and products for more than 50 years. The world's leading businesses across major industries
rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’sbusiness offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found atJDPower.com.
Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/pressrelease-info###NOTE: Three charts follow.

Year / Project / Study NameJ.D. Power2023 North America Airport Satisfaction StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Mega Airports
Detroit Metropolitan Wayne County Airport

800

Minneapolis-Saint Paul International Airport

796

Harry Reid International Airport

787

Dallas/Fort Worth International Airport

783

Miami International Airport

783

San Francisco International Airport

781

Denver International Airport

777

Hartsfield-Jackson Atlanta International Airport

777

Orlando International Airport

777

George Bush Intercontinental Airport

776

John F. Kennedy International Airport

773

Charlotte Douglas International Airport

772

Segment Average

772

Phoenix Sky Harbor International Airport

769

Los Angeles International Airport

765

O'Hare International Airport

763

Boston Logan International Airport

762

Fort Lauderdale-Hollywood International Airport

762

Seattle-Tacoma International Airport

754

Toronto Pearson International Airport

749

Newark Liberty International Airport

732

Source: J.D. Power 2023 North America Airport Satisfaction Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

Year / Project / Study Name

J.D. Power
2023 North America Airport Satisfaction StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)

Large Airports
Tampa International Airport

832

John Wayne Airport, Orange County

829

Salt Lake City International Airport

825

Dallas Love Field

820

Raleigh-Durham International Airport

813

Sacramento International Airport

806

William P. Hobby Airport

806

Louis Armstrong New Orleans International Airport

804

San Antonio International Airport

802

Calgary International Airport

801

Nashville International Airport

799

Portland International Airport797

Segment Average

789

Kansas City International Airport

788

LaGuardia Airport

788

Baltimore-Washington International Thurgood Marshall Airport

787

Vancouver International Airport

787

Washington Dulles International Airport

784

Austin-Bergstrom International Airport

783

Chicago Midway International Airport

780

Ronald Reagan Washington National Airport

779

San Jose International Airport

776

St. Louis Lambert International Airport

775

San Diego International Airport

772

Oakland International Airport

768

Montréal-Pierre Elliott Trudeau International Airport

759

Honolulu International Airport

753

Philadelphia International Airport

750

Source: J.D. Power 2023 North America Airport Satisfaction Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.

Year / Project / Study Name

J.D. Power
2023 North America Airport Satisfaction StudySM
Overall Customer Satisfaction Index Ranking(Based on a 1,000-point scale)Medium AirportsIndianapolis International Airport

843

Southwest Florida International Airport

839

Ontario International Airport

834

Palm Beach International Airport

828

Albuquerque International Sunport

827

Jacksonville International Airport

821

Cincinnati/Northern Kentucky International Airport

817

Buffalo Niagara International Airport

813

General Mitchell International Airport

811

Pittsburgh International Airport

811

Segment Average

809

John Glenn Columbus International Airport

807

Eppley Airfield

804

Cleveland Hopkins International Airport

794

Bradley International Airport

789

Hollywood Burbank Airport

772

Kahului Airport

771

Source: J.D. Power 2023 North America Airport Satisfaction Study SM
Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying
J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores,
and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th isrelease or J.D. Power survey results without the express prior written consent of J.D. Power.