JD Power finds North America airports set record for passenger satisfaction

JD Power´s 2018 North America airport satisfaction study has found North America airports have managed to shrug off the potentially disruptive effects of record passenger volumes and massive construction projects to achieve a record high in overall passenger satisfaction, the company said.

The study reported across-the-board improvements in five factors: check-in; food, beverage and retail; accessibility; terminal facilities; and baggage claim helped drive overall passenger satisfaction to 761 (on a 1,000-point scale), 12 points higher than last year´s study.

Key findings of the 2018 study include:

-Overall satisfaction reaches all-time high
-Better airport/TSA communication improves security check satisfaction
-The 18-point increase in passenger satisfaction with the security check process is largely attributable to improved communication and cooperation between airport and TSA staff, with leading airports working closely with TSA to align security staffing levels with airport load factors.
-The highest-scoring component of the airport experience is check-in/baggage check, which has been rising consistently since airports began implementing self-service kiosks and bag tagging.

The 2018 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North America airports by examining six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail.

Now in its 13th year, the study is based on responses from 40,183 North America travelers who traveled through at least one domestic airport and covers both departure and arrival experiences (including connecting airports) during the past three months.

JD Power is a global leader in consumer insights, advisory services and data and analytics.