U.S. Airport Satisfaction Has Risen, Despite Crowds

Traveler satisfaction with U.S. airports improved in 2016, even though many larger airports' traveler volumes are higher than their intended capacities, according to J.D. Power's 2016 North America Airport Satisfaction Study, based on responses from almost 39,000 North American travelers.

Overall, airports earned a score of 731 on a 1,000-point scale, up six points from the 2015 study. Among large airports, the average satisfaction rating was 724, up five points, and satisfaction at medium-sized airports improved eight points to 760.

While airports reported that airports' average travel volumes increased between 5 percent and 6 percent this year, making airports more crowded, technology improvements made check-in, security screening and food and beverage service more efficient, according to J.D. Power airport practice director Michael Taylor. "Many airports, especially the nation's largest airports, were never built to handle the current volume of traveler traffic, often exceeding their design limits by many millions of travelers. Yet, airports are overcoming infrastructure limits by affecting the things they can influence."

Portland International Airport earned the highest score among large airports for the second year in a row, followed by Tampa International Airport and Las Vegas McCarran Airport. Two of the New York City airports—LaGuardia and Newark Liberty International—had the lowest scores. LaGuardia's overall satisfaction rating dropped six points year over year to 649, owing in part to disruptions caused by construction related to its redesign. "The new design is going to create major short-term headaches for LaGuardia travelers, but the results will be worth it," Taylor said.

Indianapolis International Airport prompted the highest satisfaction among midsize airports, followed by Buffalo Niagara International Airport, Fort Myers/Southwest Florida International Airport and Jacksonville International Airport.