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J.D. Power: Best and Worst Airports for Customer Satisfaction

February 18, 2010 | Posted in: Ask Rick,List,Passengers

jd power best worst airports customer satisfaction

UPDATE: The proud winner for best “medium” size airport responds, after the jump.

Some surprises here, in the new J.D. Power and Associates “Airport Customer Satisfaction” rankings. Not so surprising though, is the lack of “giants” on the list – no O’Hare, no JFK.

Among the criteria considered for the rankings: prompt baggage delivery, airport comfort and ease of navigation – and not surprisingly, small airports fared the best in many categories.

Unfortunately, while “small is good” for ease and comfort, I’m guessing they’re mostly comfortable because they’re not anywhere near as crowded as the big airports – and the big airports are crowded because that’s where the deals are.

Top 3 “Large” Airports:

1. Detroit Metropolitan (DTW) – performed especially well in “baggage claim” category

2. TIE: Denver International (DEN) and Minneapolis/St. Paul International (MSP) finished in a dead heat; Denver performed especially well in “airport accessibility” category.

Keep reading to see the top three airports among “medium” and “small” facilities…

Top 3 “Medium” Airports:

1. Kansas City International (MCI) – did well in accessibility, baggage and security facilities

2. Portland International – Oregon (PDX)

3. Tampa International (TPA)

Top 3 “Small Airports”

1. Indianapolis International (IND) – did well in baggage, security

2. Ft. Myers/Southwest Florida International (RSW)

3. Tucson International (TUS)

Kansas City’s Joe McBride told FareCompare, “This is a true testament to our employees, the airlines and the security screeners (FirstLine). We have three 40 year old terminals to maintain where the other two 1st place airports, Detroit and Indy have new terminals. Its about hard work and employee morale, even in a tough economy with layoffs and pay freezes.”

Anyone agree – disagree? – with these choices?

2 Responses to “J.D. Power: Best and Worst Airports for Customer Satisfaction”

  1. Bob says:

    I fly out of Minneapolis on a regular (over 50k miles a year) basis. It takes forever for baggage to appear at baggage claim. I make an effort never to check bags in Minneapolis.
    Also, if you have a connecting flight it can take forever to get from one end of the airport the other. I am surprised to see it listed as one of the top large airports.

  2. Rick Seaney says:


    Interesting to hear your comments; I note that the survey ranked MSP as “among the best” in terms of accessibility and check-in and “better than most” in terms of baggage, and here’s that link: http://www.jdpower.com/travel/ratings/airport-ratings/large/sortcolumn-0/ascending/page-1#page-anchor

    But clearly, you had a different experience – and I thank you for sharing it.


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