Here are the top airports in North America:
After several years of solid improvement, overall passenger satisfaction with North American airports has stagnated, rising a single point on a 1,000-point scale since last year, according to the J.D. Power North America Airport Satisfaction Study for 2019.
The overall customer satisfaction score this year is 762, up 1 point from 2018. These lackluster results can be blamed in part on the numerous expansions at airports around the country, which have brought scaffolding and cranes, road closures, confusing signage and delays. "With major terminal construction projects now underway in Los Angeles, Boston, Chicago, Atlanta and many other airports, it is becoming impossible for travelers not to experience some form of disruption," said Michael Taylor, Travel Intelligence Lead at J.D. Power."While these projects are absolutely necessary to address surging demand, they are currently causing passenger delays and confusion.
There are some bright spots, however. Top-performing airports such as Detroit Metropolitan, Portland International and Indianapolis International all have one thing in common: relatively new facilities that accommodate more passengers, incorporate local food and beverage offerings and offer easy access. Airports that can handle larger numbers of passengers while also providing upgraded experiences saw improved satisfaction scores this year.
And let’s hear it for the TSA. Getting through airport security – a perennial drag on airport satisfaction scores — has bumped up 5 points due to better TSA processing and more widespread adoption of biometric screening technologies that move passengers through the checkpoints faster.
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