The Best and Worst Airports in North America in Customer Satisfaction
New York City came in last, while Portland topped the list.
Global market research company J.D. Power released its 2016 North America Airport Satisfaction Study on Thursday, which ranks airports based on how satisfied travelers are with large- and medium-sized airports in North America.
This year’s results were based on six categories: terminal facilities, airport accessibility, security check, baggage, check-in and baggage check, and food, beverage, and retail offerings.
When it came to large airports, Portland International Airport, in Portland, Oregon, ranked highest for the second year in a row. Next up was Tampa International Airport, followed by Las Vegas McCarran Airport.
Indianapolis International Airport took the lead for medium airports, with Buffalo Niagara International Airport and Fort Meyers/Southwest Florida International Airport coming in second and third, respectively.
Although airports are on average seeing higher numbers of travelers, satisfaction increased overall this year, thanks to the addition of new technologies to simplify everything from checking in to security screenings for passengers, according to the report.
The biggest increase was in baggage claim satisfaction and in food, beverage and retail, thanks to local offerings at airports like Cuban and Caribbean restaurants at Miami International Airport and barbecue at Houston's William P. Hobby Airport.
Airports that saw the largest increases in satisfaction iclude Chicago O’Hare Airport, thanks to better on-time performance, and Los Angeles International Airport, which saw a huge increase after the completion of its Terminal 2 redesign.
Meanwhile, LaGuardia Airport, in New York City, dropped in satisfaction. Its planned multi-billion dollar redesign, which will integrate terminals within the airport, can't come soon enough.