Travel is back. More people are traveling, but passenger satisfaction is down. A study by the J.D. Power 2022 North America Airport Satisfaction Study released last week, shows a 25-point decline from the 2021 score.
Newark Liberty International Airport came in as the lowest-ranked airport in North America. Out of 1,000 points, North American airports ranked 777 this year. The 2022 study analyzed findings from August 2021 to July 2022. Over 26,500 US and Canadian residents were part of the survey. The travelers passed through either a US or Canadian airport in the past 30 days. The study is now in its 17th year and evaluates customer satisfaction with mega-airports, large airports, and medium airports.
Customer satisfaction is based on terminal facilities, airport arrival/departure, security check, baggage claim, check-in/baggage check, and food, beverage, and retail experiences.
Michael Taylor, travel intelligence lead at J.D. Power said in a statement, “The combination of pent-up demand for air travel, the nationwide labor shortage, and steadily rising prices on everything from jet fuel to a bottle of water has created a scenario in which airports are extremely crowded and passengers and increasingly frustrated.”
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The most dreaded airport
Newark Liberty International Airport came in last on the mega-airport list. The airport received a score of 719 out of 1,000. This could be because the airport is under construction. Newark’s Terminal A is currently under a $27 billion overhaul and is expected to open later this year. The renovation includes improved food, beverage, and retail offerings at Terminal A.
In addition to construction, Newark’s airport experienced extreme delays and cancellations this summer.
Other airports on the bottom of the mega-airport list include Chicago O’Hare International Airport, with a score of 751, and Los Angeles International Airport, receiving a score of 753 out of 1,000.
Bottom 5 mega-airports for passenger satisfaction
Toronto Pearson International Airport (755)
Boston Logan International Airport (754)
Los Angeles International Airport (753)
Chicago O’Hare International Airport (751)
Newark Liberty International Airport (719)
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