The J.D. Power 2019 North America Airport Satisfaction Study has been released and the results are mixed. Traveler satisfaction, once on the rise, has stagnated; new airports seem to handle us better and technology is indeed improving security. Let’s take a look at highlights of the study then double back ratings for individual airports, including Orlando International Airport, ranked #4 out of all.

The North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance):

1. Terminal facilities;
2. Airport accessibility;
3. Baggage claim;
4. Security check;
5. Check-in/baggage check;
6. Food, beverage and retail.

Facial Recognition Improves Travel Safety

 Traveler satisfaction stagnates after several years of growth: The overall customer satisfaction score this year for North American airports is 762, up 1 point from 2018. The modest performance is attributable to lower-than-average facility access scores, with larger numbers of travelers citing construction-related delays getting into and out of the airport.

Light at the end of the tunnel: The common bond among top-performing airports such as Detroit Metropolitan, Portland International and Indianapolis International is relatively new facilities that accommodate increased passenger volume, incorporate localized food and beverage offerings and offer easy access. Airports that can handle larger numbers of passengers while providing such experiences see a payoff in the form of improved satisfaction scores.  

 Improved TSA processes, biometric screening improve security efficiency: The experience of getting through airport security—a perennial drag on airport satisfaction scores—has improved 5 points due to improved TSA processing and more widespread adoption of biometric screening technologies that move passengers through security faster.

Critical Elements Of Travel Requiring Ongoing Attention