The latest J.D. Power 2024 North America Airport Satisfaction Study highlights significant variations in traveler satisfaction across major airports in North America. Minneapolis-Saint Paul International Airport has emerged as the highest-ranked “mega” airport, a notable achievement as it replaces Detroit Metropolitan Wayne County Airport, which held the top spot in 2023.
Top-Ranked Mega Airports
The top 5 “mega” airports this year are:
- Minneapolis-Saint Paul International Airport
- Detroit Metropolitan Wayne County Airport
- Phoenix Sky Harbor International Airport
- John F. Kennedy International Airport
- Dallas/Fort Worth International Airport
Lowest-Ranked Airports
On the other end of the spectrum, Seattle-Tacoma International Airport received the lowest satisfaction ratings. It was followed by Hartsfield-Jackson Atlanta International Airport and O’Hare International Airport. Notably, Atlanta, Seattle, and Chicago O’Hare are among the busiest airports globally.
Rankings for Smaller Airports
J.D. Power’s study also evaluates smaller airports with fewer daily passengers, as measured by TSA screenings. The top-ranked “large” airports are:
- John Wayne Airport
- Tampa International Airport
- Kansas City International Airport
For “medium” airports, the top rankings go to:
- Indianapolis International Airport
- Jacksonville International Airport
- Southwest Florida International Airport (Fort Myers, FL)
Impact of Airport Amenities
The study underscores the importance of airport amenities, noting that those airports investing in passenger experiences and amenities are viewed more favorably. This investment contributes to travelers’ ability to pass time comfortably during early arrivals or unexpected delays. Approximately 60% of respondents indicated that they enjoy spending time at their airports.
Decline in Consumer Spending
Despite the overall positive sentiment, the study reveals a decline in consumer spending within terminals. According to Michael Taylor, J.D. Power’s Managing Director of Travel, Hospitality, and Retail, “Most travelers are still enjoying the experience. However, we are starting to see a breaking point in consumer spending, with average spend per person in the terminal declining significantly from a year ago.”
Conclusion
The J.D. Power 2024 Airport Satisfaction Study offers valuable insights into the performance of major and smaller airports across North America. While some airports excel in delivering a positive travel experience, others face challenges in meeting high traveler expectations. The report highlights the growing impact of amenities on passenger satisfaction and the shifting trends in consumer spending within airport terminals.