J.D. Power announced Thursday that the Indianapolis International Airport has ranked highest in customer satisfaction among medium-sized airports in North America.
The ranking is based on the market research company’s customer-satisfaction survey of more than 38,000 air travelers. It cited the Indy airport terminal ranked high for its open-space floor plan, spoke-andwheel layout making gate access easy from any point in the airport, and its security check-in location and process.
“Customer satisfaction. It’s our ultimate metric,” said Mario Rodriguez, executive director of the Indianapolis Airport Authority. “The J.D. Power satisfaction survey is a powerful measurement of how we stack up in customer satisfaction. Every decision we make starts with customer satisfaction at the helm of our thinking, and from there everything else falls in line along the operational spectrum.”
The Indy airport’s overall satisfaction score ranked 794 on a 1,000-point scale, and received five
out of five circles in the Power Circle Rating from travelers.
Kelly Flynn, president of the IAA board of directors, said J.D. Power's research has
been revered for decades, and its rankings are coveted across industries.
"To know how we measure up in this kind of study is highly valuable feedback," Flynn said. "And to know we rank as we do, is most certainly an accolade to celebrate.”
This recognition is the latest in a list of honors and awards travelers have bestowed on the Indianapolis International Airport this year. In October, the Indy airport earned the Condé Nast Traveler Readers’ Choice Awards for the third year in a row – in addition to the Best Airport in North America Award from Airports Council International North America for the fourth year in a row, the 2016 TripAdvisor Travelers’ Choice Favorite for U.S. Airports in the medium-size category, and second place on the Travel + Leisure Magazine’s annual World’s Best Awards among U.S. domestic airports.