Charlotte’s Airport Fares Well In Nationwide Satisfaction Ranking

CHARLOTTE, NC — It will likely come as no surprise to frequent flyers in 2019 that passenger satisfaction with North American airports has stagnated. This year, the overall customer satisfaction score, out of a possible 1,000, was 762, up only one point from 2018, according to the J.D. Power North America Airport Satisfaction Study..

The uninspiring results can be blamed in part on several North American airports undertaking major expansion efforts that leave scaffolding, cranes and confusing signage throughout their facilities.

“With major terminal construction projects now underway in Los Angeles, Boston, Chicago, Atlanta and many other airports, it is becoming impossible for travelers not to experience some form of disruption,” Michael Taylor, Travel Intelligence Lead at J.D. Power, said in a press release.

Even with satisfaction rankings down throughout the country, Charlotte Douglas International Airport still fared well in the rankings, ranking No. 10 overall in the nation with a score of 763. Detroit Metropolitan Wayne County Airport, which came in at No. 1 in the airport satisfaction survey, had a score of 786.

Charlotte Douglas International serves flights to about 175 nonstop destinations and averages about 1,400 flights a day, and ranks among the top 10 busiest airports in the country, according to the airport.

The rankings measure travel satisfaction with mega, large and medium airports by examining six factors: terminal facilities, airport accessibility, baggage claim, security check, check-in/baggage check, and food, beverage and retail.

The study is based on responses from 32,276 U.S. and Canadian residents who traveled through at least one North American airport during the past three months.

Mega airports are those that have 33 million or more passengers per year, large airports have 10 to 32.9 million passengers annually, and medium airports have 4.5 to 9.9 million passengers per year.

The Detroit Metropolitan Wayne County Airport took home the top spot overall for mega airport satisfaction, with a score of 786. Portland International Airport was the No.1-ranked large airport and Indianapolis International Airport was the most satisfactory medium airport.

On the other end of the spectrum, Newark Liberty International Airport, LaGuardia Airport, and the Kahului Airport were the three lowest-ranked airports in their categories.

Here are the top 10 overall mega airports according to J.D. Power:

1. Detroit Metropolitan Wayne County Airport
2. Minneaplois-Saint Paul International Airport
3. McCarran International Airport
4. Orlando International Airport
5. Dallas/Fort Worth International Airport
6. Hartsfield-Jackson Atlanta International Airport
7. Phoenix Sky Harbor International Airport
8. Denver International Airport
9. George Bush Intercontinental Airport
10. Charlotte Douglas International Airport

Here are the top five overall large airports:

1. Portland International Airport
2. Dallas Love Field
3. Tampa International Airport
4. John Wayne Airport, Orange County
5. Raleigh-Durham International Airport

Here are the top five overall medium airports:

1. Indianapolis International Airport
2. Jacksonville International Airport
3. Buffalo Niagara International Airport
4. Southwest Florida International Airport
5. Palm Beach International Airport

The full list for each of the three different airport rankings are available at J.D. Power.