Minneapolis-Saint Paul Airport Soars in Satisfaction Study, While Newark Struggles with Traffic

Travelers are experiencing higher satisfaction at airports across North America, even amidst record-breaking passenger numbers and rising costs. The 2024 J.D. Power Airport Satisfaction Study highlights the top performers, with Minneapolis-Saint Paul International Airport (MSP) taking the lead in the mega-airport category, CNN reports.

Travelers Are Still Enjoying Airports Despite High Prices and Record Crowds

Despite record-breaking passenger numbers and rising travel costs, North American air travelers are still enjoying their airport experience, according to the 2024 North America Airport Satisfaction Study from J.D. Power. The study, which surveyed over 26,000 travelers, revealed a clear winner in the “mega-airport” category: Minneapolis-Saint Paul International Airport (MSP).

MSP, consistently a top performer, has seen its satisfaction scores surge thanks to recent internal and external improvements, according to Michael Taylor, managing director of travel, hospitality and retail at J.D. Power. The airport currently boasts top scores in every dimension of the study, including ease of travel, terminal facilities, and airport staff. The airport is also currently undergoing a $242 million modernization program, which is likely contributing to its high scores.

Top Performers in Other Categories

In the “large airport” category, John Wayne Airport in Orange County, California, claimed the top spot, followed by Tampa International Airport and Kansas City International Airport. Indianapolis International Airport topped the “medium airport” category, with Jacksonville International Airport and Southwest Florida International Airport following closely behind.

Newark Struggles with Traffic

However, not all airports are experiencing success. Newark Liberty International Airport (EWR) sits at the bottom of the mega-airport category, primarily due to the challenges posed by traffic congestion. Despite its new terminal, which features “outstanding design” and “impressive” food and beverage options, many travelers find themselves delayed due to traffic, leaving them with little time to enjoy the airport’s amenities.

“If New Jersey traffic makes you late for your flight, you’re not likely to have time to enjoy what EWR offers,” said Taylor. “The Airtrain isn’t complete, making accessing the terminals difficult.”

Local Identity Makes a Difference

One key factor contributing to airport satisfaction is a strong, unique local identity. Airports like Albuquerque (ABQ), Anchorage (ANC), Austin (AUS), Kahului on Maui (OGG), and Las Vegas (LAS) are highlighted as examples of airports that excel in this area. They achieve this through a blend of local restaurants, stores, decor, and signage.

A Positive Outlook

The study outlines the resilience of the travel industry, with travelers still expressing satisfaction despite increasing challenges. However, airports need to continue addressing factors like congestion and staffing issues to ensure a smooth and enjoyable experience for passengers.

Overall

Minneapolis-Saint Paul International Airport (MSP) reigned supreme in the 2024 J.D. Power Airport Satisfaction Study’s mega-airport category, earning a score of 671 out of a possible 1,000 points. Detroit Metropolitan Wayne County Airport (DTW) followed closely with a score of 643, followed by Phoenix Sky Harbor International Airport (PHX) at 633. John F. Kennedy International Airport (JFK) and Dallas/Fort Worth International Airport (DFW) rounded out the top five with scores of 628 and 623 respectively.

The bottom five mega-airports in North America for 2024, according to the J.D. Power Airport Satisfaction Study, are:

• Seattle-Tacoma International Airport (SEA): 575

• Hartsfield-Jackson Atlanta International Airport (ATL): 574

• O’Hare International Airport, Chicago (ORD): 569

• Toronto Pearson International Airport (YYZ): 559

• Newark Liberty International Airport (EWR): 552