Logan ranks bottom-five in passenger satisfaction

Only three “mega airports” in North America rank lower than Logan International Airport in passenger satisfaction, a new study has found.

Michael Taylor, travel intelligence lead at J.D. Power, the consumer research firm that commissioned the study, said the Boston airport’s ranking was negatively impacted by ongoing construction and how difficult it is for people to get there.

“There’s quite a bit of construction happening at that airport,” Taylor said. “That has a big impact on everything that happens there. You can’t get to the airport quickly.”

According to J.D. Power airport satisfaction rankings, Logan International ranks 15 points below average, based on American and Canadian passengers surveyed at 20 “mega airports” between August 2021 and July 2022.

Only three airports, Los Angeles International, O’hare International in Chicago, and Newark Liberty in New Jersey, ranked lower than Boston.

Passengers surveyed had the lowest satisfaction at Newark and were happiest with Minneapolis Saint Paul International Airport.

The results were based on six major factors: terminal facilities, airport arrival and departure, baggage claim, security check, check-in/baggage check, and food, beverage and retail.

Airport satisfaction in North America reached an all-time high in 2021, when passenger volumes were down during the pandemic, but a return to crowded terminals and flight cancellations brought on by labor shortages have caused happiness scores to take a nosedive.

In Boston, it’s already difficult to get to the airport to begin with, given the congestion seen in the Ted Williams Tunnel, but construction in and around Logan is further complicating matters.

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“It’s hard to have good scores while you’re doing all that,” Taylor said.

A Massport spokesperson said the construction at Logan is aimed at “improving

our aging facilities and infrastructure to meet the future needs of passengers.”

Projects have included upgrades to the Terminal C canopy and upper deck, additional travel lanes and curb space, weather protection for passengers, and a Terminal B-C connector, which allows passengers to

travel from Terminal E to B post-security, the spokesperson said.

Massport said it is also working to modernize facilities at Terminal E and add four additional gates there to meet international passenger demand. Roadway improvements to streamline traffic flow and reduce emissions

are also underway.

“The feedback is very useful to us as we continue to make investments to support economic growth, facilitate connections, increase efficiency, and create a smoother, more enjoyable travel experience for our passengers,” the spokesperson said.