Despite record numbers of travelers passing through U.S. Transportation Security Administration checkpoints during the past year, coupled with widespread flight delays in recent months, overall passenger satisfaction with North America airports on average has increased year over year, according to the J.D. Power 2025 North America Airport Satisfaction Study, released Wednesday.
This year’s increase, featured in each of J.D. Power’s three sizes of airports—mega, large and medium—largely were driven by improvements in the food, beverage and retail programs category, which increased 14 points year over year across all airport segments. Ease of travel through the airport also contributed to the increases, according to the survey.
“While the annual growth rate in passenger volume seems to be leveling off, we’re still seeing record number of travelers pass through the nation’s airports, and, for the most part, they are enjoying the experience,” J.D. Power managing director of travel, hospitality and retail Michael Taylor said in a statement.
Taylor called out completed improvements in several airport facilities as well as those underway as a big part of the recent increase in satisfaction. In addition, “a decades-long trend of bringing unique, local flavor to the passenger experience has positively impacted the airport experience,” he said.
Still, passengers in mega airports experienced more crowding and longer wait times, according to the survey. On average, 56 percent of passengers traveling through medium airports and 50 percent of those traveling through large airports spent 10 minutes or less getting through security. These passengers are also more likely to characterize the airport as “mildly crowded” or “not at all crowded.” Among mega airports, however, 23 percent spent 21 minutes or more getting through security, and 57 percent described the airport as “moderately crowded.”
Airport Rankings
This year’s report measured seven criteria, in order of importance: ease of travel through airport; level of trust with airport; terminal facilities; airport staff; departure/to airport experience; food, beverage and retail; and arrival/from airport experience.
Mega airports are defined as those with at least 33 million passengers per year, large airports with 10 million to 32.9 million passengers per year, and medium airports with 4.5 million to 9.9 million passengers per year.
The top three mega airports were a repeat from last year: Minneapolis-Saint Paul International Airport in first with an average score of 660 out of 1,000 points (down from 671 in 2024), Detroit Metropolitan Wayne County Airport was second at 649 (up from 643 a year prior), and Phoenix Sky Harbor International Airport was third at 634 (up from 633 in 2024). The average score for the mega category was 603, up from 595 a year ago. Newark Liberty International Airport once again was in last place for this category, but its score improved to 565 from 552.
Among large airports, which had an average score of 644, up from 629 in 2024, John Wayne Airport in Orange County and Tampa International Airport repeated their first and second place rankings from last year. John Wayne’s score was up significantly to 730 from 687 a year prior. Tampa’s score was 709, up from 683. In third place was Dallas Love Field with a score of 705 compared with its fourth-place score in 2024 of 675. Philadelphia International Airport also was last once again for large airports, but its score also improved this year, to 570 from 541 in 2024.
Indianapolis International Airport repeated its first-place ranking for medium airports with an average score of 713, up from 687 last year. Ontario International Airport in California was second with a score of 709, up from 672 and last year’s fourth place. Buffalo Niagara International Airport rounded out the top three with a score of 698, up from 670 and fifth place in 2024. The medium category average was 656, up from 646 a year prior.
J.D. Power 2024 North America Airport Satisfaction Study
Recent Comments