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Passenger satisfaction sky high at US airports
Passenger satisfaction at the nation’s airports is now at an all-time high.
The just released J.D. Power North America Airport Satisfaction Study shows big progress has been made to ease the passenger flow thanks largely to fewer TSA staffing issues and more efficient check in procedures.
Overall customer satisfaction scores are up to a record-high 749 (out of 1,000) an increase of 18 points compared to last year.
The often derided TSA screening process was up by 25 points on the satisfaction scale while the increased use of self-service check in and bag tagging has also improved the overall customer experience.
The study says airports are increasingly using creative ways to keep stress levels in check.
It cites ‘high-touch traveler outreach initiatives’ like Phoenix Sky Harbor’s team of therapy dogs that passengers can pet while waiting to board, and San Francisco International’s roaming therapy pig.
However it is not all good news if you are a New York area flyer.
New York’s La Guardia and Newark Liberty both came last in rankings in the large and mega airport categories, while New York JFK was below average.
Both LaGuardia and Newark, along with Chicago O’Hare and LAX are in the middle of major redevelopment projects and the associated disruption and access challenges likely impacted their satisfaction scores, the study finds.
In the mega airport category Orlando International came out first for passenger satisfaction with an overall score of 778 while John Wayne Airport fared even better with 796 to top the large airport category.
TravelMole Editorial Team
Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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