This U.S. Airport Ranked No. 1 for Customer Satisfaction, Study Finds
The 2023 J.D. Power airport ranking reveals passengers love Detroit's airport.
Amid a turbulent season of delays and cancellations impacting air travel, airline passengers are reporting a higher level of satisfaction with the overall airport experience itself.
The findings come from the new J.D. Power 2023 North America Airport Satisfaction Study, which surveyed 27,147 travelers between August 2022 and July 2023 to find that overall satisfaction with airports is up three percent. Airports in the Midwest took most of the top spots, while passengers traveling through coastal airports reported lower satisfaction.
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The Detroit Metropolitan Wayne County Airport (DTW) was ranked highest overall amongst “mega” airports for the second year in a row. The airport provides air travel for 36.7 million travelers per year and operates over 1,000 daily flights. (J.D. Power defines a mega airport as one with 33 million or more passengers annually.)
“We are always looking to raise the bar for customer service as we take Detroit to the world and bring the world to Detroit,” Chad Newton, Wayne County Airport Authority's CEO, said in a statement on the airport’s Facebook page.
Detroit’s airport features a variety of amenities, dining, and shopping including Be Relax Spas, Illy Coffee Cafe, Gordon Biersch, P.F. Chang's, Pandora, and more. The airport also has a Westin hotel attached to it, with a dedicated TSA security entrance that connects the hotel to the airport for travelers on a tight layover to save time.
The top-ranked mega airports, after DTW, are Minneapolis-Saint Paul International Airport (MSP) and Harry Reid International Airport in Paradise, Nevada. The lowest-ranked mega airports are Seattle-Tacoma International Airport (SEA), Toronto Pearson International Airport (YYZ), and
New Jersey's Newark Liberty International Airport (EWR).
The report also analyzed airports of different sizes and ranked them accordingly. For large airports, Tampa International Airport (TPA) took the top spot, whereas Philadelphia International Airport (PHL) was ranked lowest. For medium airports, Indianapolis International Airport (IND) was the highest ranked and Maui's Kahului Airport (OGG) was the lowest ranked. (The report defined a "large" airport as one with 10 to 32.9 million passengers per year and a "medium" airport as one with 4.5 to 9.9 million passengers.)
Among the large airport categories, New York City’s LaGuardia Airport (LGA) saw the biggest jump in passenger satisfaction after an $8 billion renovation project, which opened brand new terminals and other amenities for passengers.
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