"Passengers are only growing more satisfied with airports even as they get busier. Several airports reported all-time high passenger numbers last year, and the Transportation Security Administration says it's on track to break 2024's record of 904 million passengers across US checkpoints. But J.D. Power's North America Airport Satisfaction Study found that overall passenger satisfaction scores are up 10 points on its 1,000-point scale this year."
"The study, released on Wednesday, is based on 30,439 surveys from Americans and Canadians who traveled through at least one airport in either country within 30 days of taking the survey, between July 2024 and July 2025. It splits the continent's airports into three categories based on size. Mega airports, defined as those handling at least 33 million passengers a year, rank lower on average, with passengers reporting longer wait times and more crowding."
""A big part of this recent increase in passenger satisfaction is due to recently completed improvements in many airport facilities themselves," said Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power. Passengers who rated their airport experience as "perfect" spent an average of $42.39 in the terminal, $16 more than those who rated it as "just OK.""
Overall passenger satisfaction with North American airports increased by 10 points on a 1,000-point scale even as passenger volumes rose. Survey responses came from 30,439 travelers in the U.S. and Canada who flew within 30 days between July 2024 and July 2025. Airports are categorized by size; mega airports (33 million+ annual passengers) show lower satisfaction due to longer waits and more crowding. Recent facility improvements contributed to higher satisfaction. Travelers who rated experiences as "perfect" spent an average of $42.39 in terminals, about $16 more than those who rated experiences as "just OK."
Read at Business Insider
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