JD Power reports North American Airports struggle to satisfy travelers amid construction delays and increased passenger volume

JD Power has announced passenger satisfaction with North American airports has risen a single point year over year, following several years of steady improvement, the company said.

The JD Power 2019 North American Airport Satisfaction Study disclosed major terminal construction projects at Los Angeles, Boston, Chicago, Atlanta and many other airports, is making it impossible for travelers not to experience some form of disruption.

While these projects are absolutely necessary to address surging demand, they are currently causing passenger delays and confusion. This translates into a rushed passenger experience and less money spent on food, beverage and retail–and it´s slowing the progress of the airport satisfaction we´ve seen in the past several years.

The 2019 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance): terminal facilities; airport accessibility; baggage claim; security check; check-in/baggage check; and food, beverage and retail. Mega airports are those having 33 million or more passengers per year; large airports have 10 to 32.9 million passengers per year; and medium airports have 4.5 to 9.9 million passengers per year.

Now in its 14th year, the study is based on responses from 32,276 US or Canadian residents who traveled through at least one US or Canadian 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. These capabilities enable JD Power to help its clients drive customer satisfaction, growth and profitability.