George Bush Intercontinental Airport (IAH) and William P. Hobby Airport (HOU) showed significant increases in passenger satisfaction over last year, according to the J. D. Power 2017 North America Airport Satisfaction Study.
Bush Intercontinental Airport ranked No. 11 among “mega” airports with a score of 752 (on a scale of 1,000)–jumping up from 709 in 2016. William P. Hobby Airport showed the most significant gains, according to the survey. Hobby Airport is now ranked No. 7 among “large” airports with a score of 765 (on a scale of 1000)–up from last year´s 737.
In the spring of this year, the airport system rolled out a complete upgrade of its concessions programming including world-class shopping and elevated dining experiences spiced with local flavor. The airports also now offer free Wi-Fi, which was rated second fastest in the country, and a mobile-device responsive website. Bush and Hobby Airports together were the first in the nation to offer turn-by-turn wayfinding technology via “LocusMaps Online”.
In addition, Hobby Airport welcomed 12.9 million passengers in 2016 with more than 800,000 flying in and out of the new USD 156 million international concourse which has received accolades from industry leaders and, more importantly, customers. The concourse opened in October 2015.
Bush Airport welcomed almost 42 million passengers in 2016 and, earlier this year, opened–in partnership with United Airlines–a new Terminal C North concourse. Terminal C North offers a more comfortable and lavish concourse-to-gate experience for customers.
Now in its 12th year, the study is based on responses from 34,695 North American travelers who traveled through at least one domestic airport with both departure and arrival experiences (including connecting airports) during the past three months. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from January through August 2017.