U.S. airports landing happy customers
Survey shows travelers’ overall satisfaction is higher than ever
Even with record-high passenger volumes to deal with and a plethora of major terminal construction projects underway around the country, U.S. airports are doing a bang-up job of pleasing passengers.
That’s the major takeaway from the 2018 North America Airport Satisfaction Study recently released by J.D. Power, which ranks everything from airlines and airports to electronics and cars. The study says travelers’ overall satisfaction with airports is at a record high, based on factors such as terminal facilities, accessibility, security check, baggage claim, check-in/baggage check, and food, beverage and retail.
Of course, some airports rank higher than others. And when we quizzed operators of the “winning” airports about the secrets to their success, “a commitment to customer service” emerged a universal theme.
The ‘mega’ airports
Among “mega” airports – those serving more than 32.5 million annual passengers – Orlando International Airport in Florida (the 2017 category winner) and McCarran International Airport in Las Vegas tied for first place. Detroit Metropolitan Airport followed in third place.
Orlando International (MCO), Florida’s busiest airport, credits its return win to “a seamless arrival and departure experience that exceeds the needs of the traveler and instills a memorable imprint of the culture and environment of the region.”
The airport is on schedule with a $4.27 billion Capital Improvement Plan and has completed a variety of “passenger-pleasing” projects from improved Wi-Fi and baggage systems to a people mover system that transports passengers over waterways and landscapes that evoke the Florida sense of place.
When McCarran International Airport (LAS) landed in the No. 3 slot in J.D. Power’s “mega” category last year, Rosemary Vassiliadis, director of aviation for Clark County, Nevada, gathered her team together to strategize how to move up to first place.
“It’s personal for us,” said Vassiliadis. “Las Vegas is a destination city, and our airport offers the first and last look for almost 50 percent of the people who visit. We want to let them know how much their visit means to us.”
To gain its first-place tie this year, LAS teams focused on upgrading terminal spaces, smoothing out checkpoint experiences and perfecting the “You’re in Vegas” vibe that includes slot machines, a neon “Welcome to Las Vegas” sign, and a curated “Voices of Vegas” taped music program high- lighting iconic Vegas acts and songs that name-check the city.
At Detroit Metropolitan Airport, logo welcome mats have replaced industrial black runners. DTW officials also credit high passenger satisfaction ratings to amenities such as new nursing rooms, water bottle refill stations and light fixtures that can be programmed with seasonal and sport-team colors.
The best ‘large’ airports
Among “large” airports serving 10 million to 32.4 million passengers, California’s John Wayne Airport in Orange County ranked highest this year. Dallas Love Field ranked second, and Oregon’s Portland International Airport ranked third.
With a departure curfew, passenger and flights caps and just 505 acres, “We’re a postage stamp of an airport, but passengers like our airport’s convenience.” said Deanne Thompson, spokeswoman for John Wayne Airport (SNA), which is about an hour from LAX.
At SNA, passengers also appreciate extras such as water bottle refill stations, pet relief areas, the vibrant art program and the nursing mothers lounge with adjustable lighting, said Thompson. “All amenities that make travel easy.”
Dallas Love Field Airport, which must contend with a gate cap, credits its customer satisfaction success to “personal touch and high-quality customer service.”
The airport offers a live weekday lunchtime music performance program, art exhibitions, a public piano, a children’s play area and information booths that are staffed from 5 a.m. until the last flight.
And at Oregon’s Portland International Airport, passengers enjoy the wide selection of local and regional shops and restaurants, true street pric- ing and a suite of amenities that includes a free movie theater, said PDX spokeswoman Kama Simonds.
The best ‘medium’ airports
Among medium-sized airports – those serving between 3 million and 9.9 million passengers – this year Buffalo Niagara International Airport ranks the highest, followed by Indianapolis International Airport and Fort Myers/Southwest Florida International.
In addition to focusing on customer service, “We also do things that go above and beyond,” said Kimberley Minkel, executive director of the Niagara Frontier Transportation Authority, which operates the Buffalo Niagara International Airport.
The airport has a branch of the Anchor Bar where Buffalo chicken wings were invented and the second largest “Paws of Love” therapy dog program in the country. Thanks in large part to BUF’s award-winning snow removal team, the airport never closes.
Among its “secret weapons,” Indianapolis International Airport cites its bright, wide-open spaces and amenities such as human-powered charging kiosks and an extensive permanent and rotating art exhibition program. Events at the airport often mirror what’s happening in town: for example, during Indianapolis 500 season, IND hosts a panel with drivers sharing stories of their racing experiences.
And at Southwest Florida International Airport in Fort Myers, “our secret to success is the sense of place at our facilities,” said RSW spokeswoman Victoria Moreland. “In the terminal you can look out huge windows at the busy ramp and runway areas while sitting at a table under a palm tree.”
Harriet Baskas is a Seattle-based airports and aviation writer and USA TODAY Travel’s “At the Airport” columnist. Follow her at twitter.com/hbaskas.