Air travel is booming in the United States, with record passenger levels taking to the skies, bringing crowds to airports across the country. Demand also increases travel costs, but American travelers still find their experiences at some airports satisfactory.
Sixty percent of North American airline passengers said they enjoyed their time at that airport, according to the new report on airport satisfaction from market research company JD Power. Another 59% said their airport helped relieve travel-related stress.
“The huge demand for air travel has not slowed down in North America, despite the ever-rising costs of flights, ground travel, hotel rooms and just about anything else you can buy at an airport Michael Taylor, managing director of travel, hospitality and retail. JD Power said in a statement. “Most travelers are still enjoying the experience.”
Minneapolis-Saint Paul International Airport ranked highest in passenger satisfaction in the report’s mega airport category, which included those with 33 million or more passengers annually. Detroit Metropolitan Wayne County Airport came in second, followed by Phoenix Sky Harbor International Airport, which ranked third.
Of course, some airports fared better than others in the eyes of travelers: Newark Liberty International Airport ranked last.
JD Power also measured customer experiences at large and mid-sized airports in North America.
John Wayne Airport in Orange County, California was the largest major airport, followed by Tampa International Airport and Kansas City International Airport.
In the category of medium-sized airports, Indianapolis International Airport is the first place. Jacksonville International Airport is second, followed by Southwest Florida International Airport.
Top performing airports featured unique decor and aesthetics that reflected their geographic locations and celebrated the regions in which they were located. Not surprisingly, airports perceived as severely overcrowded offer a less satisfactory experience to the flying public.
For the report, JD Power surveyed more than 26,000 flight passengers in the United States and Canada about their experiences at airports. The company asked participants about their ease of travel to the airport; their level of trust in the airport; and their satisfaction with terminal facilities, airport staff, food and beverage and other retail offerings, as well as their arrival and departure experiences.
The authors of the report noted that Americans have withdrawn spending on food, drinks and other offers in airport terminals, in the face of rising prices. In 2024, passengers spent $3.53 less on average than in 2023.
To see the full ranking, click here.