Airports Rise to Challenge of Higher Traveler Volume, Aging Infrastructure Portland International Ranks Highest in Satisfaction among Large Airports; Indianapolis International Ranks Highest among Medium Airports COSTA MESA, Calif.: 15 Dec. 2016 Even with an increased number of travelers moving through airports many of which are not designed for the volume of people and flights they now support satisfaction with their airport experience is improving, according to the J.D. Power 2016 North America Airport Satisfaction Study, SM released today. Overall traveler satisfaction with the airport experience averages 731 (on a 1,000-point scale) in 2016, an improvement from 725 in 2015. Overall satisfaction with large airports 1 is 724, a 5-point increase from 2015, and satisfaction with medium airports is 760, an 8-point rise. The increase in satisfaction comes at a time when airports are posting a 5-6% annual increase in traveler volumes. Many airports, especially the nation s largest airports, were never built to handle the current volume of traveler traffic, often exceeding their design limits by many millions of travelers, said Michael Taylor, director of the airport practice at J.D. Power. Yet airports are overcoming infrastructure limits by affecting the things they can influence. Airports are successfully applying technology to improve check-in (+5 points year-over-year), security screening (+3 points) and the food, beverage and retail shopping (+10 points) experiences. Large and medium airports have experienced year-over-year improvements in satisfaction overall, and for all factors. Satisfaction with security check improves the least (+1 and +8 points respectively), due in part to increased traveler volume contributing to an 8% increase in wait times in security lines from 2015. Short-Term Pain, Long-Term Gain Many airports are undergoing major renovations and many others are set to begin major building projects. Until these plans are completed, it likely means an increase in disruption and stress for travelers. There are many multibillion dollar renovation projects on the books across the continent. This heavy construction will make it difficult for travelers to access the airport and, once there, it will likely make it even more difficult to navigate the crowded terminals, said Taylor. During construction, airports need a solid strategy for passenger flow. Much of it starts with good signage. The goal would be to prevent traveler stress and aid on-time performance. However, once these projects are finished, travelers should notice a tremendous positive difference in their airport experience and satisfaction should increase dramatically. Following are some of the key findings of the 2016 study: 1 Airport segments based on Federal Aviation Administration airport classifications http://www.faa.gov/airports/planning_capacity/passenger_allcargo_stats/categories/
Improvements across the Board: Satisfaction improves in each factor of the airport experience, with the greatest year-over-year increases in baggage claim (+11 points) and the food, beverage and retail category (+10). Local Flavor: Many airports are adding a wider variety of food options, often with localized cuisine. For example, Miami International Airport has added Cuban and Caribbean restaurants and Houston Hobby has Texas barbecue options for travelers. Offering local flavor and local design elements unique to the area provide a sense of place, said Taylor. For example, Portland International Airport has incorporated regional designs and symbols in the flooring. The color schemes and storefronts make the airport feel unique to Oregon and the Northwest. Indianapolis International Airport has a very open design with a lot of space so travelers aren t crowded. Airport Satisfaction Rankings Portland International Airport ranks highest in satisfaction among large airports for the second consecutive year, with a score of 786. Tampa International Airport (775) ranks second and Las Vegas McCarran Airport (759) ranks third. Indianapolis International Airport ranks highest among medium airports, with a score of 794. Buffalo Niagara International Airport (791) ranks second and Fort Meyers/Southwest Florida International Airport (790) ranks third. North America s Biggest and Busiest Airports New York LaGuardia Airport: The biggest news among the New York area airports is the Port Authority of New York and New Jersey s multibillion dollar redesign of LaGuardia Airport. Construction woes have contributed to a 6-point drop in overall satisfaction for the airport in 2016. Several LaGuardia terminals are being transformed into one integrated terminal, which will be located 600 feet closer to the Grand Central Parkway. Those current terminals handle more than 13 million travelers a year. They were designed to handle only 8 million travelers, said Taylor. This improvement has been needed for a long time. The new design is going to create major shortterm headaches for LaGuardia travelers, but the results will be worth it. The design solves two major problems for the airport: overcrowding and the ability to move aircraft more efficiently on and off runways. O Hare Airport: As one the nation s largest connecting airports, O Hare International Airport has enjoyed a year almost free of major weather events, which helps boost satisfaction by 9 points. Thunderstorms and snow storms were relatively mild for O Hare thus far in 2016, helping operations and on-time performance. The primary reason to take an airplane flight is not to enjoy a movie or to eat a meal; the principal objective is to get somewhere on time, said Taylor. The weather has cooperated for much of the year, and that has made traveling through O Hare much easier. Los Angeles International Airport: The big news at Los Angeles International is the redesign of Terminal 2, which was completed in February 2016. Terminal 2 s new design and the amenities it now offers are partly responsible for a hefty 32-point jump in overall satisfaction, said Taylor. Terminal 2 represents the wave of new airport designs with a mix of local and chain restaurants and a more open feel to the terminal. While that s a good thing, there is much more construction scheduled at Los Angeles for the next several years, and the airport s U-shaped layout will make access an issue during renovations.
Hartsfield-Jackson Atlanta International Airport: More than 100 million people will have traveled through the Atlanta airport by the end of 2016. If you think about it, that s putting about one-third of the U.S. population through a few buildings in Georgia over the course of a year, said Taylor. Yet, everything runs fairly efficiently. Hartsfield is feeling the strain though, with satisfaction down 9 points in 2016. The airport has $6 billion worth of redesigns planned over the next 20 years. Las Vegas McCarran International Airport: Las Vegas McCarran airport continues to set traveler volume records month after month. The airport has deployed the latest technologies to maintain a fluid traveler flow through the airport, with self-service passport control kiosks in place since 2014. That has really helped smooth things out for international travelers, said Taylor. McCarran has plans to double its number of international gates and take on larger aircraft. It s going to need these improvements to handle those loads, but they re definitely thinking ahead. Dallas/Fort Worth International Airport: The opening of new, innovative restaurants can drive traveler satisfaction at airports. One such example is the opening of a new tapas restaurant at Dallas/Fort Worth International, which improves 15 points in the food and beverage factor. Food outlets such as Lorena Garcia s TAPAS y Cocina are an excellent example of airports offering travelers something unique to their location, said Taylor. Texas and Latin food naturally go together. It s a good illustration of an airport creating that sense of place that really helps traveler satisfaction. About the Study Now in its 11 th year, the study measures overall traveler satisfaction with 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. The 2016 North America Airport Satisfaction Study is based on responses from 38,931 North American travelers who traveled through at least one domestic or international airport with both departure and arrival experiences (excluding connecting airports) during the past three months. Travelers evaluated either a departing or arriving airport from their round trip experience. Only evaluations of North American airports are included in the official rankings, which was comprised of 36,465 responses. The study was fielded from January through October 2016. Learn more about J.D. Power travel studies at http://www.jdpower.com/industry/travel. See the online press release at http://www.jdpower.com/pr-id/2016242. Media Relations Contacts Geno Effler; Costa Mesa, Calif.; 714-621-6224; media.relations@jdpa.com John Tews; Troy, Mich.; 248-868-0621; media.relations@jdpa.com About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/pressrelease-info # # # Note: Three charts follow. (Page 2 of 3)
J.D. Power 2016 North America Airport Satisfaction Study SM Portland (Ore.) International Airport Tampa International Airport Las Vegas McCarran Airport Orlando International Airport Miami International Airport San Diego International Airport Salt Lake City International Airport Toronto Pearson Airport Washington Reagan National Airport Chicago Midway Airport Charlotte Douglas Airport Denver International Airport Dallas/Fort Worth International Airport Phoenix Sky Harbor Airport Baltimore Washington International Airport Detroit Metropolitan Wayne County Airport Minneapolis/St. Paul International Airport Hartsfield-Jackson Atlanta International Airport Honolulu International Airport Washington Dulles Airport San Francisco International Airport Large Airport Average Seattle-Tacoma International Airport Fort Lauderdale-Hollywood International Airport John F. Kennedy International Airport Houston Bush Intercontinental Airport Los Angeles International Airport Boston Logan Airport Chicago O Hare Airport Philadelphia International Airport Newark Liberty International Airport New York LaGuardia Airport Large Airport Ranking (Based on a 1,000-point scale) Source: J.D. Power 2016 North America Airport Satisfaction Study SM 600 650 700 750 800 850 786 775 759 751 750 748 747 745 742 741 738 738 737 735 734 734 734 733 727 726 725 724 721 720 713 709 702 689 689 688 669 649 JDPower.com Power Circle Ratings TM for consumers: Power Circle Ratings Legend Among the best Better than most About average The rest Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.
J.D. Power 2016 North America Airport Satisfaction Study SM Indianapolis International Airport Buffalo Niagara International Airport Fort Myers/Southwest Florida International Airport Jacksonville International Airport Cincinnati/Northern Kentucky International Airport Ontario International Airport Airport Palm Beach International Airport Airport Eppley Airfield Airport Raleigh-Durham International Airport Ted Stevens Anchorage International Airport Albuquerque International Sunport Nashville International Airport Vancouver International Airport Dallas Love Field Airport Milwaukee - General Mitchell International Airport Pittsburgh International Airport Sacramento International Airport San Antonio International Airport John Wayne Orange County Airport Hollywood Burbank Airport Austin-Bergstrom International Airport San Jose International Airport Medium Airport Average Montréal-Pierre Elliott Trudeau International Airport Calgary International Airport John Glenn Columbus International Airport Kansas City International Airport Houston Hobby Airport Louis Armstrong New Orleans International Airport Lambert-St. Louis Airport Oakland International Airport Bradley International Hartford/Springfield Airport Kahului Airport Cleveland Hopkins Airport Medium Airport Ranking (Based on a 1,000-point scale) JDPower.com Power Circle Ratings TM for consumers: 600 650 700 750 800 850 794 791 790 789 783 781 780 779 779 779 777 777 776 775 772 772 767 767 765 764 761 761 760 757 756 756 744 737 730 728 726 724 724 704 Source: J.D. Power 2016 North America Airport Satisfaction Study SM Power Circle Ratings Legend Among the best Better than most About average The rest Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power. (Page 2 of 3)
J.D. Power 2016 North America Airport Satisfaction Study SM Award-Eligible Airports Included in the Study Airport Name Airport Executive Title Albuquerque International Airport James Hinde Director of Aviation Austin-Bergstrom International Airport Jim Smith Executive Director Bradley International Hartford/Springfield Airport Kevin A. Dillon Executive Director and CEO Buffalo Niagara International Airport William R. Vanecek Director of Aviation Baltimore Washington International Airport Ricky D. Smith, Sr. Executive Director and CEO Boston Logan Airport Thomas P. Glynn CEO Calgary International Airport Garth F. Atkinson President and CEO Charlotte Douglas International Brent Cagle Aviation Director Chicago Midway Airport Ginger S. Evans Commissioner Chicago O'Hare Airport Ginger S. Evans Commissioner Cincinnati/Northern Kentucky International Airport Candace S. McGraw CEO Cleveland Hopkins Airport Fred Szabo Commissioner Dallas/Fort Worth International Airport Sean Donohue CEO Dallas Love Field Airport Mark Duebner Director of Aviation Denver International Airport Kim Day CEO Detroit Metropolitan Wayne County Airport Joseph Nardone Interim Director Aviation Eppley Airfield Steve A. Coufal Executive Director Fort Myers Southwest Florida International Airport Jeff Mulder Executive Director Ft. Lauderdale-Hollywood International Airport Mark Gale Director of Aviation Houston Bush Intercontinental Airport Mario Diaz Director of Aviation Hartsfield-Jackson Atlanta International Airport Roosevelt Council, Jr. Interim General Manager Hollywood Burbank Airport Frank Miller Executive Director Honolulu International Airport Roy K. Sakata District Manager Houston Hobby Airport Mario C. Diaz Director of Aviation Indianapolis International Airport Mario Rodriguez Executive Director Jacksonville International Airport Steven Grossman CEO John F. Kennedy International Airport Patrick J. Foye Executive Director of the Port Authority of N.Y. and N.J. John Glenn Columbus International Airport Elaine Roberts President & CEO John Wayne Orange County Airport Barry A. Rondinella Airport Director Kahului Airport Marvin Moniz District Manager Kansas City International Airport Patrick Klein Director of Aviation Lambert/St. Louis International Airport Rhonda Hamm-Niebruegge Director of Airports Los Angeles International Airport Deborah Flint Director of Aviation Louis Armstrong New Orleans International Airport Walter Krygowski Interim Aviation Director Las Vegas McCarran International Airport Rosemary A. Vassiliadis Director of Aviation Miami International Airport Emilio T. González Aviation Director Milwaukee-General Mitchell International Airport Izzy Bonilla Airport Director Minneapolis/St. Paul International Airport Brian Ryks Executive Director Montréal-Pierre Elliott Trudeau International Airport Philippe Rainville President & CEO Nashville International Airport Rob Wigington President and CEO Newark Liberty International Airport Patrick J. Foye Executive Director of the Port Authority of N.Y. and N.J. New York LaGuardia Airport Patrick J. Foye Executive Director of the Port Authority of N.Y. and N.J. Oakland International Airport Bryant Francis Director of Aviation Ontario International Airport Kelly Fredericks CEO Orlando International Airport Phil Brown Executive Director Palm Beach International Airport Bruce V. Pelly Director, Airports Department, County of Palm Beach Philadelphia International Airport Chellie Cameron CEO Phoenix Sky Harbor Airport James Bennett Aviation Director Pittsburgh International Airport Christina A. Cassotis CEO Portland International Airport Bill Wyatt Executive Director Raleigh-Durham International Airport Michael Landguth President and CEO Ronald Reagan Washington National Airport John E. Potter President and CEO Sacramento International Airport John Wheat Director of Airports Salt Lake City International Airport Maureen Riley Executive Director of Airports San Antonio Airport Carlos Contreras Assistant City Manager San Diego International Airport Thella F. Bowens President/CEO San Francisco International Airport Ivar Satero Director San Jose International Airport Kimberly J. Becker Director of Aviation Seattle-Tacoma International Airport Ted J. Fick CEO Tampa International Airport Joseph Lopano CEO Ted Stevens Anchorage International Airport John Parrott Airport Manager Toronto Pearson Airport Howard Eng President and CEO Vancouver International Airport Craig Richmond President and CEO Washington Dulles Airport John E. Potter President and CEO Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.