The list of North America’s worst airports based on customer satisfaction has been released – and it’s bad news if you’re landing or departing from New Jersey, Seattle or Toronto.
Skyrocketing demand from the pandemic and seasonal delays has led to upheaval at North America’s most popular – and least popular – airports, according to a new report released today by JD Power.
But frequent U.S. travelers might be surprised to learn that overall customer satisfaction improved 3 points this year, bringing the overall score to 780 on a 1,000-point scale.
The change “is not entirely unexpected,” Michael Taylor, general manager of travel, hospitality and retail at JD Power, said Wednesday.
“Airport attendance has largely stabilized, or even declined slightly in certain airports. The “slowdown” in attendance will have a positive effect on scores,” he said. told CNN Travel.
Here we break down the best and worst hubs for traveling to the country’s largest airports based on terminal facilities, airport arrivals/departures, baggage claim, security screening, check-in/ baggage screening and food, beverage and retail.
Growing demand from the pandemic and seasonal delays has led to upheaval at North America’s most popular and least popular airports.
Worse:
1. Newark Liberty International Airport
Newark Liberty International Airport in New Jersey ranks last with a score of 732 out of 1,000 for customer satisfaction, by far the lowest of the lot.
Newark is one of the busiest airports in the country, handling 43.4 million passengers last year.
“The more passengers there are, the lower the satisfaction rates. But it’s a problem an airport WANTS to have,” Taylor said in defense of the worst scores.
Although Newark ranked poorly, its score actually improved from last year’s score of 719.
Newark also has a new terminal, Terminal A, which opened to the public in January, meaning not everyone in the study would have taken advantage of it this year.
Newark is one of the busiest airports in the country, handling 43.4 million passengers last year.
2. Toronto Pearson International Airport
Toronto Person had the second lowest score, 749, which Taylor attributes to a 50 per cent increase in passenger volume year over year, stretching services and leading to overcrowding.
Last year, Toronto welcomed 35.6 million passengers, far from 2019’s peak of 50 million.
Toronto Person had the second lowest score of 749, which is attributed to a 50 per cent year-over-year increase in passenger volume, expanding services.
3. Seattle-Tacoma International Airport
Seattle-Tacoma International Airport comes in third, followed by Fort Lauderdale-Hollywood International Airport in fourth.
Seattle-Tacoma International Airport handled nearly 46 million passengers last year, an 11% drop from its 2019 numbers.
Fort Lauderdale-Hollywood International Airport comes in fourth with a score of 762.
Boston Logan International Airport followed closely with a score of 762.
Best:
1. Detroit Wayne County Metropolitan Airport
On the other end of the list, Detroit Wayne County Metropolitan Airport was crowned this year’s best airport by customers.
The airport improved its score by 9 points year-on-year, recording an impressive score of 800 out of 1000.
The major airport, which welcomed 28 million travelers last year alone, managed to improve across the board with strong performances in TSA, baggage claim, food, beverages and retail.
Detroit Wayne County Metropolitan Airport crowned this year’s best airport by customers
2. Minneapolis-Saint Paul International Airport
Minneapolis-Saint Paul International Airport comes in second, right in the lead with a score of 796.
Minneapolis welcomed a total of 31.2 million passengers in 2022, a 24% increase in passenger activity compared to 2021.
Minneapolis-Saint Paul International Airport comes in second, right in the lead with a score of 796.
3. Harry Reid Las Vegas International Airport
Harry Reid scored an impressive 787 points out of a total of 1,000 based on the six assessment categories.
This comes as the airport celebrated its busiest year ever in 2022 with 52.7 million passengers passing through its terminals.
According to the Clark County Aviation Department, the airport recorded 49.1 million passengers on domestic routes. International flights increased 234.9% to 2.5 million passengers and the airport’s general aviation flights, including scenic helicopter flights, increased 29.5% to nearly a million.
4. Dallas/Fort Worth International Airport
Dallas/Fort Worth in Texas totals 783 points out of 1,000 possible in the rankings.
In April 2023, Dallas Fort/Worth Airport was ranked the second largest airport in the world by the Airports Council International, serving 73.3 million passengers in 2022.
5. Miami International Airport
Miami International, Florida, ranked fifth in the latest study, with the same score of 783 as Dallas/Fort Worth.
Miami was another mega-airport that celebrated its busiest year in 2022, when 50.1 million travelers passed through its gates.