Travelers meh on airport experiences
Travelers say South Florida airports aren’t the worst but they’re far from the best in North America, according to the latest J.D. Power airport satisfaction study.
J.D. Power this week released its annual overall rankings for so-called mega airports, large airports, and medium-sized airports.
The study was based on responses from 43,183 North American travelers asked to rate departure and arrival experiences (including connecting airports) during the past three months.
Scores for six airport factors — terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail — were aggregated to determine each airport’s individual score, and then those scores were sorted from highest to lowest to determine the overall rankings.
The average score for all rated airports improved 12 points to 761 on a 1,000-point scale. This was primarily driven by improvements in satisfaction with food, beverage and retail and with the security check process.
The check-in/baggage check component received the highest overall score, which has consistently risen since airports began introducing self-service kiosks and bag tagging, the release said.
Among 24 large airports, Fort Lauderdale-Hollywood International Airport ranked 19th — same as last year — but improved its overall score by 25 points. Travelers this year gave higher marks for the airport’s security checks and airport accessibility but continued poor scores for terminal facilities and food, beverage and retail failed to lift its overall rank, said Michael Taylor, J.D. Power’s travel practice chief.
Asked to comment about the ranking, airport spokesman Gregory Meyer said it was difficult to discuss because the airport does not subscribe to the J.D. Power study and so does not know when and where it was conducted.
But he said the airport is in the midst of a $3.2 billion modernization program that will add more than 100 new concessions and restrooms.
New concourses in terminals 1 and 4 have opened since 2015 that “are truly amazing with public art, large ceilings with floor-toceiling glass in key areas, wireless charging stations and our ‘baby oasis’ lactation suites for nursing mothers,” Meyer said.
The airport is also upgrading its free Wi-Fi service to improve bandwidth and connectivity, he said.
“Additionally, we conduct several training sessions for all our airport employees including customer service, cultural awareness and security training. Our CEO/Aviation Director [Mark Gale] is very focused on the guest experience and improving that experience in everything we do” at the airport, Meyer said.
The J.D. Power study ranked the airport ahead of Louis Armstrong New Orleans (743), Honolulu (736), Philadelphia (736), Kansas City (733), and last-place New York LaGuardia (678).
John Wayne Airport in Orange County, Calif., topped the large airport list with an 815 score, while Tampa International came in fifth with a 799 score.
Of 19 so-called mega airports, Miami International Airport was ranked 16th with a 750 score — down from 12th last year. Miami’s airport ranked ahead of only Boston Logan (747), Chicago O’Hare (735), Los Angeles (735) and Newark (New Jersey) Liberty (701) international airports.
Taylor called Miami International a “victim of its own success,” noting the airport’s efforts to increase business has led to increased crowding that hurt its accessibility score.
Orlando International Airport was tied with Las Vegas McCarran International Airport for the top spot, each with 781 scores. Orlando visitors appreciate details like moving the curbside check-in inside the arrival building to protect children from traffic and airport officials willing to pitch in when security lines get long, Taylor said.
In the medium-sized airport category, Palm Beach International Airport was 13th of 21 with a 785 score — down sharply from fifth last year but still ranked higher in its respective category than Fort Lauderdale-Hollywood or Miami.
Taylor blamed the drop on a decline in the airport’s accessibility score. Having trouble getting to the airport always brings down other scores, he said. “It’s what stresses everyone out most.”
Southwest Florida International Airport in Fort Myers (810) ranked third, below Buffalo Niagara (814) and Indianapolis (811) international airports.