J.D. Power survey shows travelers pleased despite high capacity and construction
by: BTE
Overall passenger satisfaction with North American airports has reached an all-time high, according to the J.D. Power 2017 North America Airport Satisfaction Study. The study said the positive response from travelers is the result of airports of every size finding creative ways to address the challenges of constant construction projects and increased passenger capacity demand. The overall satisfaction scores rose 18 points to 749 (on a 1,000-point scale), largely driven by a 25-point increase in satisfaction with security checks; and gains in check-in/baggage check, food and beverage and retail. Michael Taylor, travel practice lead at J.D. Power, said that despite the difficulties, airports are responding with new technology and “old-fashioned personal skills” to win over harried travelers. These range, he said, from smartphone apps that tell travelers where to find parking to therapy dogs mingling with travelers. The highest ranking large airport was Orlando International, followed by Detroit Metropolitan Wayne County and McCarran International in Las Vegas.
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