BWI tops Dulles, ties Reagan in J.D. Power 2018 airport passenger satisfaction rankings
BWI Marshall Airport fell two spots to No. 13 in the 2018 J.D. Power & Associates passenger satisfaction rankings of large airports, but tied Reagan National and beat Dulles International airports, its two competitors in the region.
Overall customer satisfaction scores among the nation’s airports reached an all-time high this year, due to improved food, beverage, retail and security check scores, according to the consumer insights firm.
BWI ranked roughly average in customer satisfaction for airports its size, tying Reagan, which fell in the rankings from the ninth-place it had held the previous two years. Dulles, which had been No. 13 in 2017, fell to No. 17 this year.
The rankings, released Wednesday, examine six factors, in order of importance: terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail.
Passengers gave the Transportation Security Administration checkpoints at BWI higher rankings this year, the only area that stood out in particular, said Michael Taylor, who conducted the survey for J.D. Power.
“Not too much change since last year,” Taylor said. BWI is “kind of in the middle of the pack, as far as traffic congestion goes and internal congestion. They’re moving in the right direction.”
BWI’s ranking reflects the airport’s commitment to providing a convenient, efficient travel experience, said airport spokesman Jonathan Dean.
“We are pleased with the results that show our scores continuing to rise for this notable industry survey,” Dean said in a statement.
The airports were ranked using surveys of more than 40,000 North America passengers, who rated airports based on their round-trip experiences. The study was conducted from September 2017 to September 2018.
J.D. Power ranked John Wayne Airport, in Orange County, Calif., top among large airports. Dallas Love Field was ranked second, and Portland, Ore., International Airport came in third. Both John Wayne and Love Field are focus airports for Southwest, like BWI.