This week, J.D. Power released its annual 2025 North America Airport Satisfaction Study, highlighting the best (and worst) airports. The study found that, while crowds, increasing prices, and delays ran rampant, those were offset by other factors that elevated traveler satisfaction. In numerical terms, that meant a 10-point increase in overall passenger satisfaction (on a 1,000-point scale). Here’s how airports are helping smooth out the journey.
The factors driving improved airport satisfaction
Michael Taylor, Managing Director of Travel, Hospitality and Retail at J.D. Power said: “While the annual growth rate in passenger volume seems to be leveling off, we’re still seeing record numbers of travelers pass through the nation’s airports, and, for the most part, they are enjoying the experience.” He added: “A big part of this recent increase in passenger satisfaction is due to recently completed improvements in many airport facilities themselves. A few big capital improvement projects have now been completed, and many more are underway or about to break ground. A decades-long trend of bringing unique, local flavor to the passenger experience has positively impacted the airport experience, with these local touches having a major influence on passenger satisfaction.”
The report’s key findings included:
• Record passenger volume continues: Even with elevated passenger numbers, delays, and cancellations, mega airports experienced an overall passenger satisfaction increase of 8 points, medium airports an increase of 10 points, and large airports an increase of 15 points.
• Locally-inspired menus are popular: Helping drive customer satisfaction were food, beverage, and retail options, causing a 14-point year-over-year rise across all airport segments. Part of that was airports with locally-inspired food and beverage offerings.
Good airport experiences lead to increased consumer spending: Travelers who rated their airport experience as “perfect” spent an average of $42.39 during their visit. But those who rated their experience as “OK” spent $16.54 less.
Mega airports experience longer delays, crowding: At mega airports, 23% of passengers waited 21 minutes or more passing through security, and 57% felt the airport was “moderately crowded.” Those traveling through medium and large airports fared better, with 56% and 50%, respectively, spending 10 minutes or less going through security. Those same passengers described the airports as “not at all crowded” or “moderately crowded.”
So, which airports came out on top?
Minneapolis-St. Paul International Airport led the mega airports, scoring 660 points. John Wayne Airport, Orange County won among large airports, earning 730 points. The winner for medium airports was Indianapolis International Airport, with a rating of 713.
