J.D. Power: Portland tops in airport satisfaction, Sea-Tac ranks 14th

Leading the way in customer satisfaction among large USA airports was Portland (Ore.), Tampa and Las Vegas, in that order. Indianapolis (789), Raleigh-Durham, N.C., (789) tied for third and Jacksonville, Fla., (787) was fifth.

Some traffic changes go into effect Tuesday at Cleveland Hopkins International Airport due to construction.

The J.D. Power study is based on responses from 21,009 North American travelers who experienced at least one domestic or worldwide airport with both departure and arrival experiences (excluding connecting airports) from July through October 2015. The survey took six factors into consideration: airport terminal facilities, security, check-in and luggage check-in, luggage claim, how accessible the airport was, as well as retail amenities.

Detroit Metropolitan Airport was rated ninth highest with a score of 738.

ABIA received high marks from passengers in overall terminal experience, said Jeff Conklin, J.D. Power’s vice president of utility and infrastructure practice.

According to a news release from the City of Dallas, Love Field and Southwest Florida International Airport tied for second place in the rankings with a score of 792 (on a 1,000 point scale).

The study also found that millennials spend more on food and beverages and are more satisfied than baby boomers with the airport experience.

Terminal facilities have the greatest impact on user satisfaction, according to J.D. Power’s interpretation of its findings.

As report authors explain, unsatisfied passengers tend to lament about their experience with 13 other individuals, whereas delighted fliers are much less vocal, sharing just around 5 positive remarks with their peers.

How travelers get to the airport matters: Satisfaction was higher among travelers who get to the airport using ride-share services, and lower among those who get a ride from a friend, family member or colleague.

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