As part of the J.D. Power North America Airport Satisfaction Study for 2024, travelers rated airports in the United States.
The Minneapolis-Saint Paul International Airport ranked first in passenger satisfaction among mega airports — those with 33 million or more passengers per year. The Detroit Metropolitan Wayne County Airport in Michigan and the Phoenix Sky Harbor International Airport in Arizona followed closely behind.
The Newark Liberty International Airport in New Jersey came in last place on the list, with Toronto Pearson International and Chicago’s O’Hare also among the lowest ranked.
The study evaluates three categories of airports — mega airports, large airports, and medium-sized airports — based on 26,290 traveler surveys collected from August 2023 to July 2024. It analyzes seven key dimensions (listed in order of importance): ease of travel through the airport; level of trust with the airport; terminal facilities; airport staff; departure experience (travel to the airport, grounds, parking, signage, baggage drop-off, etc.); food, beverage, and retail; and arrival experience (exiting the airport, baggage claim, transportation location, signage, etc.).
Current Situation at Airports
The demand for air travel is normalizing post-pandemic, with over three million people passing through airport security checkpoints in a single day in July, setting a traffic record. The International Air Transport Association also found that the demand for travel in July of this year increased by 8% compared to July 2023.
“The enormous demand for air travel has not diminished in North America, despite rising costs for flights, ground travel, hotel rooms, and practically anything you can buy at an airport,” said Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power in a press release. “Most travelers are still enjoying the experience. However, we are starting to see a breaking point in consumer spending, with the average spend per person in the terminal decreasing significantly compared to last year.”
Ranking of Airports with Over 33 Million Passengers Per Year
• Minneapolis-Saint Paul International Airport
• Detroit Metropolitan Wayne County Airport
• Phoenix Sky Harbor International Airport
• John F. Kennedy International Airport
• Dallas/Forth Worth International Airport
• Harry Reid International Airport in Las Vegas
• San Francisco International Airport
• Orlando International Airport
• Fort Lauderdale-Hollywood International Airport
• Boston Logan International Airport
• Miami International Airport
• Denver International Airport
• Los Angeles International Airport
• George Bush Intercontinental Airport in Houston
• Charlotte Douglas International Airport
• Seattle Tacoma International Airport
• Hartsfield-Jackson Atlanta International Airport
• Chicago’s O’Hare International Airport
• Toronto Pearson International Airport
• Newark Liberty International Airport
Source: Time and CNN