Passengers See Shorter Security Waits, Rate Frankfurt Tops

Travelers at domestic and international airports last year spent less time waiting at security checkpoints compared with 2002, according to the J.D. Power and Associates 2003 Global Airport Passenger Satisfaction Study released last month, which also found that passengers rated Frankfurt International Airport the highest out of the 61 airports surveyed.

The study, based on more than 12,000 passenger responses and conducted between September and October of 2003, reported that overall wait times at security checkpoints averaged 13 minutes in 2003, a decrease of 13.5 percent from the nearly 15 minutes travelers waited the year before, though wait times at security checkpoints outside of the United States are almost five minutes shorter than those at U.S. airports.

"Not only have security processes become more streamlined and efficient, but also passengers are arriving at airports earlier and are more prepared for what is expected of them when they go through security screening, even during high alert times," said Linda Hirneise, partner in the J.D. Power and Associates travel practice.

In contrast to the firm's 2002 study—when the number of passengers who were "pleased" with airport security had dropped roughly 22 percent from before Sept. 11, 2001, to 32 percent in 2002—Hirneise this year said that "as both airports and passengers are becoming more accustomed to the widespread changes in airport security measures implemented after Sept. 11, we're seeing a positive effect on wait times at security checkpoints worldwide."

Passengers responding to the survey evaluated the overall airport experience, including: getting to the terminal, leaving the airport, checkin process, baggage claim, airport terminal facilities, security check, gate areas, concessions and immigration/customs control.

Frankfurt came out ahead of all the large airports—those with 30 million annual passengers—with travelers giving it high ratings for the ability to get to the terminal and leave the airport, as well as for the airport's baggage claim. Denver International and Minneapolis St. Paul International, respectively, rounded out the top three posts.

"Frankfurt, which ranked below the industry average in 2002, has greatly improved passenger satisfaction, in large part, due to the completion of new rail and shuttle services that help negotiate passengers among the terminals and parking lots," Hirneise said. "Frankfurt also has more than 180 retail, food and beverage establishments within the terminals, which passengers appreciate."

Frankfurt was not alone in improving on its 2002 scores. Atlanta in the previous study also received average or below-average ratings, as did Bangkok, Chicago O'Hare, Houston Bush, London Gatwick, London Heathrow, Los Angeles, Miami, Newark Liberty and Paris Charles De Gaulle. This year, many of those same airports failed to show enough improvement to finish above the industry average for large airports. Madrid Barajas, New York JFK and San Francisco joined that category in 2003.

Interestingly, New York JFK in the 2002 study was considered a medium-size airport and fell at or below average, while this year it maintained an equivalent ratings level but within the large-airport grouping. Newark, however, moved in the opposite direction in 2003, falling from large-airport consideration in 2002 to the medium-size airport group last year.

Amid medium-size airports—those with 10 million to 29.9 million passengers annually—Singapore Changi International in 2003 for the second consecutive year ranked the highest, followed, respectively, by Hong Kong Chek Lap Kok and Pittsburgh International. Hong Kong and Pittsburgh bumped down Tampa and Orlando airports, which came in second and third place in 2002, but fell to fourth and fifth in 2003, respectively.

According to J.D. Power, although there are not enough small airports (less than 10 million passengers per year) included in the study for an official ranking, Austin Bergstrom International Airport, Texas; Nashville, Tenn.; and Columbus, Ohio, airports performed well.