Traveler satisfaction with airports has stagnated, according to the J.D. Power 2019 North America Customer Airport Satisfaction Study. The overall customer satisfaction score this year for North American airports is 762, up 1 point from 2018. The modest performance is attributable to lower-than-average facility access scores, with larger numbers of travelers citing construction-related delays getting into and out of the airport.
The common bond among top-performing airports such as Detroit Metropolitan, Portland International and Indianapolis International is relatively new facilities that accommodate increased passenger volume, incorporate localized food and beverage offerings and offer easy access. The experience of getting through airport security — a perennial drag on airport satisfaction scores — has improved 5 points due to improved TSA processing and more widespread adoption of biometric screening technologies that move passengers through security faster. Mike Taylor, travel intelligence lead at J.D. Power, said there are big construction projects happening at airports in major cities. While necessary, they are causing delays, and this affects the entire experience – from the actual process of moving through an airport to how travelers spend their money.