Chicago’s two international airports both ranked in the top 20 along their respective sized airports, according to a new study released on Wednesday by JD Power.
Midway Airport scored 780 points out of 1,000 in the large airport category and ranked 19th in the category, according to the study. Tampa International Airport was the top-ranking airport in the large airport division with a score of 832.
O’Hare International Airport finished higher in the mega airports rankings (15th), but had an overall lower satisfaction score, finishing with 732.
Detroit Metropolitan Wayne County Airport ranked as the No. 1 mega airport, while Tampa International Airport ranked as the best large airport. Indianapolis was the highest-rated medium airport in the rankings.
It’s no secret airports have faced major operational challenges this year, including pilot and staffing shortages, record-high travelers, major weather events, and numerous cancelations; not to mention unruly passengers claiming other passengers are “not real,” diarrhea “throughout the airplane,” and lost dogs at airports.
To say 2023 has been tough on airports and airlines might be a major understatement. Even so, consumers say they’re more satisfied with their airport experience.
J.D. Power’s 2023 North America Airport Satisfaction Study, released Wednesday, found that overall satisfaction improved by 3 points (on a 1,000-point scale), driven by improvements in three factors: terminal facilities; food and drink and retail service; and baggage claim.
“It has not been an easy year for North American airports, but major capital improvements they’ve made over the last several years and new investments in getting food, beverage and retail operations back up and running at full capacity have helped them manage the crush of passengers,” said Michael Taylor, managing director of travel, hospitality and retail at J.D. Power. “While airports are doing a good job coping with the current issues, there is still more they could do to improve passenger experience while also improving their own bottom lines. Happy passengers spend a lot more money at the airport, so ongoing efforts to spread passenger volumes throughout the day and deliver superior service at all customer touchpoints will be critical.”
Here are the top 5 airports in each category.
- Detroit Metropolitan Wayne County Airport (800)
- Minneapolis-Saint Paul International Airport (796)
- Harry Reid International Airport (787)
- Dallas/Fort Worth International Airport (783)
- Miami International Airport (783)
- Tampa International Airport (832)
- John Wayne Airport, Orange County (829)
- Salt Lake City International Airport (825)
- Dallas Love Field (820)
- Raleigh-Durham International Airport (813)
- Indianapolis International Airport (843)
- Southwest Florida International Airport (839)
- Ontario International Airport (834)
- Palm Beach International Airport (828)
- Albuquerque International Airport (827)