The Indianapolis International Airport has landed on top of a survey for customer satisfaction among medium-sized airports in North America.
It’s the third time in four years that the Indianapolis airport has earned the recognition in the J.D. Power North America Airport Satisfaction Survey, and the fifth time overall.
The J.D. Power study is considered a benchmark for customer satisfaction in the industry. It analyzes six factors associated with the airport customer experience, including airport arrival/departure (getting to and leaving the airport), check-in/baggage check, security check, terminal facilities (concourses, lounges, signage, restrooms and gate areas) and baggage claim.
Indianapolis International received an overall customer satisfaction score of 842 out of 1,000 to top the medium-sized airport category. Pittsburgh International Airport was second with 839 points. Jacksonville International Airport and Southwest Florida International Airport in Fort Myers tied for third with 826 points.The survey defined medium airports as those with 4.5 to 9.9 million passengers each year.
Other ranked airports
Minneapolis-Saint Paul International Airport ranked highest in passenger satisfaction among mega airports with a score of 800. San Francisco International Airport was second with 796 points. Detroit Metropolitan Wayne County Airport and John F. Kennedy International Airport in New York City tied for third with 791 points. The survey defined mega airports as those with 33 million or more passengers per year.
Tampa International Airport topped the large airports category with a score of 846. John Wayne Airport, Orange County was second with 826 points and Dallas Love Field was third with 825 points. Large airports were defined as those with 10 to 32.9 million passengers per year.
Getting back to normal
Airline passenger satisfaction hit an all-time high in the 2021 survey as travel resumed but passenger volume remained low amid the COVID-19 pandemic. This year, J.D. Power said, overall satisfaction is down with scores in several categories in line with 2019 survey results. It pointed to airport terminals becoming more crowded as passenger levels approach pre-pandemic levels. Airports are also facing labor shortages, rising food and beverage prices and flight cancellations.