Air travel is booming in the United States, with record passenger levels Flights are taking off and drawing crowds to airports across the country. The demand is also driving up travel costs, but American travelers are still finding their experiences at some airports satisfactory.
According to a new airport passenger satisfaction report from market research firm JD Power, 60% of North American airline passengers said they enjoyed their experience at that airport. Fifty-nine percent said their airport helped them reduce travel stress.
“Strong demand for air travel has not slowed in North America, despite the ever-rising costs of flights, ground travel, hotel rooms and almost everything you can buy in an airport,” Michael Taylor, managing director of travel, hospitality and retail at J.D. Power, said in a statement. “Most travelers continue to enjoy the experience.”
Minneapolis-Saint Paul International Airport is the most satisfied with passengers in the report’s mega-airport category, which includes those that serve 33 million or more passengers annually. Detroit Metropolitan Wayne County Airport comes in second, followed by Phoenix Sky Harbor International Airport, which ranks third.
Of course, some airports fare better than others in the eyes of travelers: Newark Liberty International Airport ranks last.
JD Power also evaluated customer experience at large and mid-sized airports in North America.
John Wayne Airport in Orange County, California, was the top-ranked major airport, followed by Tampa International Airport and Kansas City International Airport.
In the mid-size airport category, Indianapolis International Airport ranked first. Jacksonville International Airport ranked second, followed by Southwest Florida International Airport.
Top-performing airports featured unique décor and aesthetics that reflected their geographic location and celebrated the regions in which they were located. Unsurprisingly, airports perceived as busy provided a less satisfying experience for travelers.
To produce the report, JD Power surveyed more than 26,000 airline passengers in the U.S. and Canada about their airport experiences. The company asked respondents about the ease of their airport travel, their level of trust in the airport, their satisfaction with terminal facilities, airport staff, food and beverage and other retail offerings, and their arrival and departure experiences.
The report’s authors noted that Americans have cut back on spending on food, beverages and other offerings in airport terminals in the face of rising prices. In 2024, passengers spent an average of $3.53 less than in 2023.
To see the full ranking, click here.
