Salt Lake City Airport ranked 3rd in passenger satisfaction
Salt Lake City International Airport ranked third in a recent nationwide survey of passenger satisfaction, according to J.D. Power.
The original SLC airport was demolished in 2020 to make room for the new airport. Although the redesign sparked some backlash, the J.D. Power North America Airport Satisfaction Study reported it was North America’s third-best large airport in passenger satisfaction. John Wayne Airport in California ranked second and Tampa International Airport in Florida ranked first.
The study found that overall passenger satisfaction improved across North America, despite concerns over crowding and a pilot shortage.
Passenger satisfaction
The study rated passenger satisfaction based on six criteria: airport accessibility; check-in and baggage check; security check; food, beverage and retail options; terminal facilities, such as restrooms, lounges and gate areas; and baggage claim.
There was a direct correlation between passenger satisfaction and money spent at an airport, according to the study. Passengers who were highly satisfied with their airport experiences spent an average of $44 on food or retail in the terminals, as compared to the $29 spent on average by those who were dissatisfied.
The study did not measure passenger satisfaction based on distance walked, which has been a common complaint among passengers. Anyone flying in or out of a gate at the airport’s Concourse B has to walk .6 miles, according to AllTrails.
It’s official! As a part of the airport’s Fly Healthy program, the 0.6 mile walk from SLC’s Terminal to Concourse B is now available on the @AllTrails and SLC International apps. Get your steps in before or after your flight! pic.twitter.com/cUtIISECHa
— SaltLakeCityAirport (@slcairport) April 1, 2023
“We’ve been getting feedback from our passengers that the distance is longer than they expect,” Nancy Volmer, Salt Lake City International Airport spokesperson, told Fox 13 in 2021.
There are plans to construct a tunnel directly from the terminal to Concourse B, which will slightly shorten the trek. The Salt Lake City Department of Airports estimates it will be finished sometime in 2024.
Related
When will the new Salt Lake City airport be finished?
The new airport’s opening has been done in phases to allow time for construction and new business opportunities and is expected to be completed in 2027.
Phase 1, which included the main terminal and Concourse A, opened on Sept. 15, 2020. Concourse B was added in October of that same year. Phase 2 includes the eastern construction of Concourse A with 22 new gates. Nine were opened earlier this year, and the remaining 13 are scheduled to open on Oct. 31, per the Salt Lake City International Airport.
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Phase 3 will see the construction of the Central Tunnel connecting the terminal to Concourse B and eight additional gates in 2024.
The Salt Lake Department of Airports is already gearing up to fill the new Concourse B with new restaurants, newsstands and gift shops. The airport is hosting virtual workshops on the business selection process and what it’s like to operate a business in an airport environment. The final workshop will be held on Thursday, Oct. 12, and the airport will begin approving business proposals shortly thereafter.
The fourth and final phase of the new Salt Lake City International Airport will end with the completion of a 16-gate expansion of Concourse B in 2025 and 2027.
