Research reveals the North American airports that vacationers discover probably the most — and least — satisfying


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(CNN) — Air journey quantity is up and passenger satisfaction is down. This comes as no shock to anybody who handed by way of an airport over the summer time.

The J.D. Energy 2022 North America Airport Satisfaction Research, launched Wednesday, reveals total satisfaction down 25 factors on a 1,000 level scale from the 2021 rating. Newark Liberty Worldwide Airport had the worst rating amongst mega-airports.

The general satisfaction rating for North American airports in 2022 was 777.

US passenger quantity is nearing pre-pandemic ranges. On Sunday, the US Transportation Safety Administration screened 2,371,992 passengers at airport checkpoints. That determine is 94% of the identical weekday in 2019.

However vacationers are met with fewer flights, extra crowded terminals and restricted meals and beverage choices, the brand new J.D. Energy examine says.

“The mixture of pent-up demand for air journey, the nationwide labor scarcity and steadily rising costs on every thing from jet gasoline to a bottle of water have created a state of affairs through which airports are extraordinarily crowded and passengers are more and more pissed off,” stated Michael Taylor, journey intelligence lead at J.D. Energy, in a press release.

And Taylor expects this unlucky set of circumstances to proceed by way of 2023.

The 25-point drop comes on the heels of a file excessive stage of satisfaction with North American airports — 802 on the 1,000-point scale — in final 12 months’s examine, which included passenger surveys from the second half of 2020.

However as that survey progressed into 2021, and the third and fourth waves of the examine, traveler satisfaction steadily declined as passenger quantity crept again up.

The 2022 examine was fielded from August 2021 by way of July 2022 as air journey continued its rebound.

Passengers wait in line contained in the terminal at Newark Liberty Worldwide Airport on November 24, 2021.

Eduardo Munoz/Reuters

It was based mostly on greater than 26,500 surveys from US or Canadian residents who traveled by way of no less than one US or Canadian airport through the previous 30 days. Vacationers evaluated both a departing or arriving airport from their round-trip journey.

The examine, now in its seventeenth 12 months, appears at traveler satisfaction with airports in three classes: mega-airports, giant airports and medium airports.

Satisfaction is set by taking a look at six components, listed so as of significance: terminal services, airport arrival/departure, baggage declare, safety test, check-in/baggage test, and meals, beverage and retail.

So which airports are probably the most satisfying to vacationers? And which fall manner quick?

Most and least satisfying North American mega-airports

Among the many mega-airports evaluated within the examine — these airports with 33 million or extra passengers per 12 months — Minneapolis-Saint Paul Worldwide Airport ranks highest in buyer satisfaction with a rating of 800 out of 1,000.

The airport’s up to date terminal services helped it earn the highest spot for satisfaction, in keeping with Taylor. Building and renovations final 12 months confirmed up on this 12 months’s outcomes, he stated.

Minneapolis-Saint Paul International Airport, seen here in August 2022, earned the best score for traveler satisfaction among North America's mega airports.

Minneapolis-Saint Paul Worldwide Airport, seen right here in August 2022, earned the most effective rating for traveler satisfaction amongst North America’s mega airports.

Kirby Lee/AP

Whereas some enchancment tasks are nonetheless underway, the airport had comparatively clean summer time operations, famous Kathleen Bangs, a spokesperson for flight monitoring web site FlightAware who used to work for the Minneapolis-St. Paul airports fee.

“Even whereas present process quite a few ongoing development and improve tasks this summer time, MSP has loved higher delays and cancellation numbers than another airports in its dimension class,” Bangs informed CNN Journey in late August in response to questions on summer time airport efficiency. She put that right down to administration and probably fewer storms than another large airports skilled.

San Francisco Worldwide Airport (with a rating of 796) and Detroit Metropolitan Wayne County Airport (791) had been additionally among the many high airports within the satisfaction examine.

On the backside of the mega-airport listing is Newark Liberty Worldwide Airport, with a rating of 719 out of 1,000.

Airports present process development and main renovations sometimes rating poorly for terminal services, Taylor stated.

Travelers wait at Newark Liberty International Airport on July 1, 2022. The airport was plagued with cancellations and delays this summer.

Vacationers wait at Newark Liberty Worldwide Airport on July 1, 2022. The airport was plagued with cancellations and delays this summer time.

Jeenah Moon/Getty Photos

Newark’s $2.7 billion Terminal A overhaul is predicted to open later this 12 months, and there are large plans to enhance the meals, beverage and retail choices within the new terminal.

“However these enhancements will not be out there to passengers for a while. Rome wasn’t in-built a day … and neither are new airport terminals,” Taylor stated through e-mail.

Newark incomes the bottom stage of satisfaction among the many largest airports is probably going no shock to summer time vacationers. Excessive ranges of cancellations and delays plagued the airport over the busy summer time season.

Additionally on the backside of the listing: O’Hare Worldwide Airport in Chicago (751) and Los Angeles Worldwide Airport (753).

Most and least satisfying North American giant and medium airports

Among the many giant airports — these with 10 million to 32.9 million passengers per 12 months — Tampa Worldwide Airport ranked highest for buyer satisfaction with a rating of 846 out of 1,000.

John Wayne Airport, Orange County in California (826) and Dallas Love Subject (825) additionally ranked extremely.

On the backside of the massive airports listing was Philadelphia Worldwide Airport (729).

Amongst medium airports — these with 4.5 to 9.9 million passengers per 12 months — Indianapolis Worldwide Airport ranked highest with a rating of 842 out of 1,000.

Pittsburgh Worldwide Airport (839) and Jacksonville Worldwide Airport (826) ranked second and third for satisfaction.

Hollywood Burbank Airport in California was on the backside of the listing of medium airports for traveler satisfaction, with a rating of 763.

Prime picture: Newark Liberty Worldwide Airport on Could 30, 2022. (Picture by Yaroslav Sabitov/Shutterstock)



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