»»Best and Worst U.S. Airports – North America Airport Satisfaction Study
According to the recently released J.D. Power and Associates 2010 North America Airport Satisfaction Study, the trend that sees the smaller airports score markedly higher than the medium or large airports has continued in 2009.
The study measures overall airport satisfaction in three distinct airport segments, based on passenger traffic: large (serve 30 million or more passengers per year), medium (serve 10 million to 30 million passengers per year) and small (fewer than 10 million passengers per year).
The six different factors examined to determine overall customer satisfaction include: airport accessibility; baggage claim; check-in/baggage check process; terminal facilities; security check; and food and retail services.
Detroit Metropolitan (DTW) won the award in the Large Airports segment, Kansas City International (MCI) ranked first in the Medium Airports segment, and Indianapolis International (IND) topped the ranking in the Small Airports segment. (View complete airport ratings)
The study also shows that the airport experience is the least pleasant segment when compared to hotel and rental car satisfaction. Overall, passenger satisfaction with the airport experience averages just 690 points (on a 1,000-point scale) — considerably lower than average satisfaction with hotels and rental cars (756 and 733, respectively).
The 2010 North America Airport Satisfaction Study is based on responses from more than 12,100 passengers who took a round-trip flight between January and December 2009. Passengers evaluated their departing and arriving airports, and the study includes a total of more than 24, 200 evaluations. The study was fielded between January and December 2009.
