Minneapolis St. The market research firm said Wednesday that Poole International Airport finished for the first time on top of J.D. Power’s latest passenger satisfaction survey at the nation’s largest airports.
MSP ranks highest in the “Mass Airports” category with a score of 800. It was followed by San Francisco International Airport at 796, Detroit Metropolitan Wayne County Airport and New York’s John F. Kennedy International Airport, both at 791.
“Minneapolis has been on an upward trend for several years,” said Mike Taylor, head of travel intelligence at JD Power. “They do a great job of giving Minneapolis an identity to the airport. One of the main things to get to number one in our study is for people to feel, ‘Wow, I can’t find this anywhere else but here.'” “”
MSP ranked second only to Detroit in the survey in 2019, last year when airport traffic was at a similar level.
Brian Rex, CEO of the Urban Airports Commission, which owns and operates Twin Cities Airport, said in an email that travelers are facing expanded check-in areas, additional security corridors, new baggage roundabouts, improved route finding, digital signage directing them to a store and restaurants and more quickly to Road transport.
“We have made tremendous progress in the past few years on the major project to modernize the arrivals and departures lobbies in Terminal 1,” said Rex.
JD Power announced the results of the survey after the Airport Council International Conference wrapped up Tuesday at the Minneapolis Convention Center, with Delta Air Lines CEO Ed Bastian appearing. Delta, MSP’s dominant carrier, is building the Sky Club at Concourse G; It will open next spring.
JD Power annually measures overall passenger satisfaction by asking passengers about terminal facilities; arrival and departure of the airport; baggage claim; Security Check-in, Baggage Check, Food & Beverage & Retail.
The most recent study by a market researcher found that overall satisfaction decreased by 25 points on a 1,000-point scale as travelers encountered crowded stations and fewer choices of food and beverages.
Taylor said the combination of pent-up demand for air travel, a nationwide labor shortage and ever-rising prices on everything from jet fuel to bottle water is causing passengers to become increasingly frustrated. It is expected that these factors will likely continue until 2023.
Mega airports are those with 33 million or more passengers per year; Large airports are those with 10 million to 32.9 million passengers per year, and medium airports handle 4.5 million to 9.9 million passengers per year.
Tampa International Airport (Florida) ranks first among large airports with a score of 846. John Wayne Airport in Orange County, California (826) came in second, while Dallas Love Field Airport (825) ranked third.
Indianapolis International Airport ranks first among the average airports with a score of 842. Pittsburgh International Airport (839) ranks second, while Jacksonville (Florida) International Airport (826) and Southwest Florida International Airport (826) outside of Fort Myers are third in the tie. .
Now in its 17th year, the study is based on 26,529 completed questionnaires from residents of the United States or Canada who have traveled through at least one US or Canadian airport and covers departure and arrival experiences, including connected airports, in the past 30 days.
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