Minneapolis-St. Paul International Airport topped the latest JD Power survey for passenger satisfaction at the country’s largest airports for the first time, the market research firm said Wednesday.
MSP ranks highest in the “mega-airport” category with a score of 800. It was closely followed by San Francisco International Airport at 796 and Detroit Metropolitan Wayne County Airport and John F. Kennedy International Airport in New York, both at 791.
“Minneapolis has been on the upswing for a number of years,” said Mike Taylor, head of travel information at JD Power. “They’re doing a great job of giving the airport a Minneapolis identity. One of the most important things about becoming number one in our research is that people feel, ‘Wow, I can’t find this anywhere else but here.’ “
MSP was second only to Detroit in the 2019 survey, the last year in which airport traffic was at a comparable level.
Brian Ryks, chief executive of the Metropolitan Airports Commission, which owns and operates the Twin Cities airport, said in an email that travelers will experience expanded check-in zones, additional security lanes, new baggage carousels, improved signage and digital signage that them to shops and restaurants and faster to ground transportation.
“We have made tremendous progress in recent years on the major project to modernize Terminal 1’s arrivals and departures lobbies,” said Ryks.
JD Power announced the research results after the Airports Council International conference concluded Tuesday at the Minneapolis Convention Center, with a performance by Delta Air Lines Chief Executive Ed Bastian. Delta, the dominant airline at MSP, is building a Sky Club on Concourse G; it will open next spring.
JD Power measures overall passenger satisfaction annually by asking passengers about terminal facilities; arrival and departure at the airport; pick up luggage; security check; check-in and baggage check-in, and food, drink and retail.
The market researcher’s latest survey found that overall satisfaction fell by 25 points on a 1000-point scale as travelers encountered overcrowded terminals and fewer food and beverage outlets.
The combination of pent-up demand for air travel, nationwide labor shortages and steadily rising prices for everything from jet fuel to a bottle of water is increasingly frustrating passengers, Taylor said. He predicts those factors will likely persist through 2023.
Mega airports are defined as those with 33 million or more passengers per year; major airports are those with 10 million to 32.9 million passengers per year, and medium-sized airports with 4.5 million to 9.9 million passengers per year.
Tampa (Fla.) International Airport ranks highest among the major airports with a score of 846. John Wayne Airport in Orange County, California, (826) ranks second and Dallas Love Field (825) ranks third.
Indianapolis International Airport ranks highest among mid-sized airports with a score of 842. Pittsburgh International Airport (839) ranks second, while Jacksonville (Fla.) International Airport (826) and Southwest Florida International Airport (826) are each outside Fort Myers. are in third place in a tie.
The study, now 17 years old, is based on 26,529 completed surveys of US or Canadian residents who have traveled through at least one US or Canadian airport and includes both departure and arrival experiences, including connecting airports, over the past 30 years. to dawn.
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