J.D. Power Ranks Best and Worst Airports

J.D. Power and Associates released its ranking of the best and worst airports in North America, and overall, the evaluation was generally negative. According to J.D. Power, “passenger satisfaction with airports continues to lag behind that of other aspects of the travel industry, largely because passenger expectations of basic needs—such as prompt baggage delivery, airport comfort and ease of navigating the airport—are not being met consistently.”That said, the 2010 results are an improvement over last year: “Overall passenger satisfaction with the airport experience averages 690 on a 1,000-point scale in 2010, which is an improvement from 675 in 2008. However, satisfaction with airports in 2010 is considerably lower than satisfaction with hotels (756, on average) and rental cars (733, on average).”
But enough about that—you want to see who came out on top, right? Here’s J.D. Power’s methodology: “Six factors—assessed through 27 specific attributes—are examined to determine overall customer satisfaction: airport accessibility; baggage claim; check-in/baggage check process; terminal facilities; security check; and food and retail services.” The airports are grouped based on size, into large (30+ million passengers), medium (between 10 and 30 million), and small (fewer than 10 million) categories.
Large:
• Best: Detroit Metropolitan Wayne County (DTW)
• Worst: Newark International (EWR)
Medium:
• Best: Kansas City International (MCI)
• Worst: LaGuardia International (LGA)
Small:
• Best: Indianapolis International (IND)
• Worst: San Jose International (SJC)

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