North American Airports Effectively Navigating Construction, Capacity Challenges, J.D. Power Finds Orlando, John Wayne Orange County and Sacramento Rank Highest in Respective Segments COSTA MESA, Calif.: 21 Sept. 2017 Overall passenger satisfaction with North American airports has reached an all-time high, as airports of every size have found creative ways to address the challenges of constant construction projects and increased passenger capacity demand. That s the finding of the J.D. Power 2017 North America Airport Satisfaction Study, SM released today. Capacity has become a huge challenge for North American airports, with many reporting 100% of available parking spots being filled and large airports, such as Orlando International, setting passenger volume records each month for more than three years straight, said Michael Taylor, Travel Practice Lead at J.D. Power. Despite these difficulties, airports are responding with new technology and oldfashioned personal skills to win over harried travelers. These range from smartphone apps that tell travelers where to find a parking spot to therapy dogs and in one case, a therapy pig mingling with travelers to relieve stress and improve the overall airport experience. Following are some of the key findings of the study: Overall satisfaction reaches all-time high: Overall customer satisfaction scores have reached an all-time high of 749 (on a 1,000-point scale), which is up 18 points from last year s all-time high. Improvement is driven primarily by a 25-point increase in satisfaction with security check, thanks largely to fewer TSA staffing issues this year, and gains in two factors: check-in/baggage check (+19 points) and food, beverage, and retail (+15 points). Self-service bag-check kiosks and other bagtagging technologies have played a significant role in improving the baggage check process. Tech investment helps overcome logistical hurdles: With nearly every airport in the country dealing with challenges of high passenger capacity and ongoing construction projects to address increased demand, technology is helping to directly address these issues. For example, Sacramento International Airport has developed a smartphone app that tells travelers where they can find a parking spot, and virtually every airport in the country has invested heavily in improving phonecharging stations and internet access in their terminals. Dogs, horses and pigs! Oh, my!: Many airports have also found success in improving customer satisfaction through creative use of high-touch traveler outreach initiatives. Phoenix Sky Harbor, for example, deploys a team of therapy dogs for passengers to pet while they wait to board; San Francisco International features a pet therapy pig that roams the terminal looking for pets and selfies; and Cincinnati/Northern Kentucky Airport has more than 30 stress-relieving ponies on staff with which travelers can interact. Big city construction projects remain obstacle to satisfaction: Despite the most creative efforts to address traveler frustration, major city airports that are in the thick of massive construction efforts notably Newark Liberty, LaGuardia, Los Angeles International and Chicago O Hare are
still fighting the headwinds of traveler disruption and access challenges that are handicapping their overall satisfaction scores. The trifecta of a steadily improving economy, record passenger volume and billion-dollar renovation projects unfolding in airports across the country has created a challenging environment for customer satisfaction, Taylor added. The fact that many airports are overcoming those challenges is incredibly instructive for the industry as it remodels and improves airport infrastructure. Airport Satisfaction Rankings Orlando International Airport ranks highest in satisfaction among mega airports, with a score of 778. Detroit Metropolitan Wayne County Airport (767) ranks second, and McCarran International Airport () ranks third. John Wayne Airport (in Orange County, Calif.) ranks highest among large airports, with a score of 796. Tampa International Airport (795) ranks second, and Dallas Love Field (790) ranks third. Sacramento International Airport ranks highest among medium airports, with a score of 810. Indianapolis International Airport (807) ranks second, and Ted Stevens Anchorage International Airport (806) ranks third. The 2017 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; security check; baggage claim; check-in/baggage check; food, beverage and retail. Now in its 12 th 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. For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/resource/north-america-airport-satisfaction-study. See the online press release at http://www.jdpower.com/pr-id/2017161. J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer. Media Relations Contacts Geno Effler; Costa Mesa, Calif.; 714-621-6224; media.relations@jdpa.com John Roderick; St. James, N.Y.; 631-584-2200; john@jroderick.com About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info # # # NOTE: Three charts follow.
Mega Airport Ranking Orlando International Airport Detroit Metropolitan Wayne County Airport McCarran International Airport Phoenix Sky Harbor International Airport Denver International Airport Charlotte/Douglas International Airport Minneapolis-Saint Paul International Airport/Wold-Chamberlain Dallas/Fort Worth International Airport San Francisco International Airport Seattle-Tacoma International Airport George Bush Intercontinental Airport Miami International Airport Hartsfield-Jackson Atlanta International Airport Mega Airport Average Logan International Airport John F. Kennedy International Airport O'Hare International Airport Los Angeles International Airport 778 767 763 762 762 758 757 752 749 747 746 733 727 723 712 Newark Liberty International Airport 686
Large Airport Ranking John Wayne Airport Tampa International Airport Dallas Love Field Nashville International Airport Portland International Airport Austin-Bergstrom International Airport William P. Hobby Airport San Diego International Airport Ronald Reagan Washington National Airport Salt Lake City International Airport Baltimore-Washington International Thurgood Marshall Airport Chicago Midway International Airport Large Airport Average Washington Dulles International Airport Louis Armstrong New Orleans International Airport Kansas City International Airport Oakland International Airport Lambert-St. Louis International Airport Honolulu International Airport Fort Lauderdale-Hollywood International Airport Philadelphia International Airport LaGuardia Airport 654 796 795 790 788 783 774 757 755 753 750 745 744 743 738 727 720 715
Medium Airport Ranking Sacramento International Airport Indianapolis International Airport Ted Stevens Anchorage International Airport Jacksonville International Airport Palm Beach International Airport Southwest Florida International Airport Pittsburgh International Airport Raleigh-Durham International Airport Buffalo Niagara International Airport Ontario International Airport Cincinnati/Northern Kentucky International Airport Medium Airport Average Albuquerque International Sunport General Mitchell International Airport Hollywood Burbank Airport (formerly Bob Hope Airport) San Jose International Airport John Glenn Columbus International Airport (formerly Port Columbus) Eppley Airfield San Antonio International Airport Kahului Airport Cleveland Hopkins International Airport Bradley International Airport 767 761 758 781 781 780 779 779 770 792 789 782 782 806 797 796 795 810 807