The list of North America’s worst airports by customer satisfaction has been released – and it’s bad news if you’re flying into or out of New Jersey, Seattle or Toronto.
Surging demand due to the pandemic and seasonal delays has led to a shake-up at North America’s most beloved — and least beloved — airports, according to a new report published today by J.D. Power.
But it may come as a surprise to frequent U.S. travelers that overall customer satisfaction improved by 3 points this year, bringing the overall score to 780 on a 1,000-point scale.
The change is “not entirely unexpected,” Michael Taylor, director of travel, hospitality and retail at J.D. Power, said Wednesday.
‘The crowds at the airport have largely stabilized, but at some airports they have even decreased slightly. “Slowing down” the crowds will have a positive effect on scores, he said told CNN Travel.
Here we break down the best and worst hubs to travel for the country’s major airports, based on terminal facilities, airport arrival/departure, baggage claim, security screening, check-in/baggage screening and food, beverage and retail.
Surging demand due to the pandemic and seasonal delays has caused a shake-up at North America’s most loved and least loved airports
1. Newark Liberty International Airport
Newark Liberty International Airport in New Jersey came in at the bottom with a score of 732 out of 1000 for customer satisfaction, by far the lowest of all.
Newark is one of the busiest airports in the country, handling 43.4 million passengers last year.
‘The more passengers, the lower the satisfaction scores. But that’s a problem an airport WANTS to have,” Taylor said in defense of the worst scorers.
Although Newark scored poorly, its score actually improved from last year’s 719.
Newark also has a new terminal – Terminal A – which opened to the public in January, meaning not all survey participants would have experienced the benefits this year.
Newark is one of the busiest airports in the country, handling 43.4 million passengers last year
2. Toronto Pearson International Airport
Toronto Person had the second-lowest rating of 749, which Taylor blamed on a 50 percent year-over-year increase in passenger volume that stretched service and led to crowds.
Last year, Toronto served 35.6 million passengers, a far cry from its 2019 peak of 50 million.
Toronto Person had the second lowest rating of 749, which was due to a 50 percent increase in passenger volume year over year.
3. Seattle-Tacoma International Airport
In third place was Seattle-Tacoma International Airport, followed by Fort Lauderdale-Hollywood International Airport in fourth.
Seattle-Tacoma International Airport served nearly 46 million passengers last year, still an 11 percent decline from 2019 figures.
Fort Lauderdale-Hollywood International Airport came in fourth with a score of 762
Boston Logan International Airport followed closely with a score of 762.
1. Detroit Metropolitan Wayne County Airport
On the other side of the list, Detroit Metropolitan Wayne County Airport was crowned this year’s best airport by customers.
The airport improved its score by 9 points year on year, achieving an impressive score of 800 out of 1000.
The major airport, which served 28 million travelers last year alone, managed to improve in all areas with strong performances in TSA, baggage claim, and food, beverage and retail.
Detroit Metropolitan Wayne County Airport was crowned the best airport by customers this year
2. Minneapolis-Saint Paul International Airport
In second place was Minneapolis-Saint Paul International Airport, just pipped to the post with a score of 796.
Minneapolis served a whopping 31.2 million passengers in 2022, a 24% increase in passenger activity compared to 2021.
In second place was Minneapolis-Saint Paul International Airport, just pipped to the post with a score of 796
3. Harry Reid International Airport in Las Vegas
Harry Reid scored a whopping 787 points out of a total of 1,000 points based on the six evaluation categories.
It comes as the airport celebrated its busiest year ever in 2022, with 52.7 million passengers passing through its terminals.
According to the Clark County Department of Aviation, the airport recorded 49.1 million passengers on domestic routes. International air traffic rose 234.9 percent to 2.5 million passengers and the number of general aviation flights at the airport, including scenic helicopter flights, rose 29.5 percent to almost 1 million.
4. Dallas/Fort Worth International Airport
Dallas/Fort Worth, Texas, earned a total of 783 out of a possible 1,000 points in the rankings.
In April 2023, Dallas Fort/Worth Airport was ranked by the Airports Council International as the second busiest airport in the world with a whopping 73.3 million passengers in 2022.
5. Miami International Airport
Miami International in Florida ranked a respectable fifth in the latest survey, with the same score of 783 as Dallas/Fort Worth.
Miami was another mega-airport that celebrated its busiest year ever in 2022, when 50.1 million travelers passed through its gates.
America’s Best and Worst Airports 2023
1) Newark Liberty International Airport (732)
2) Toronto Pearson International Airport (749)
3) Seattle-Tacoma International Airport (754)
4) Fort Lauderdale-Hollywood International Airport (762)
5) Boston Logan International Airport (762)
6) O’Hare International Airport (763)
7) Los Angeles International Airport (765)
8) Phoenix Sky Harbor International Airport (769)
Average score: 772
1) Detroit Metropolitan Wayne County Airport (800)
2) Minneapolis-Saint Paul International Airport (796)
3) Harry Reid International Airport in Las Vegas (787)
4) Dallas/Fort Worth International Airport (783)
5) Miami International Airport (783)
6) San Francisco International Airport (781)
7) Denver International Airport (777)
8) Hartsfield-Jackson Atlanta International Airport (777)
9) Orlando International Airport (777)
10) George Bush Intercontinental Airport (776)
11) John F. Kennedy International Airport (773)
12) Charlotte Douglas International Airport (772)
J.D. Power 2023 North America Airport Satisfaction Study – Overall Customer Satisfaction Index Ranking based on a 1,000-point scale