Airports have evolved far beyond simple travel hubs; they’ve become critical spaces that can either intensify or ease the stress of air travel. Today, modern airports are expected to provide both comfort and efficiency, turning what was once a daunting process of navigating terminals and security lines into a seamless experience. For many passengers, the airport is the first and last touchpoint of their trip, setting the tone for what’s to come or offering a final impression before heading home.
The 2024 J.D. Power North America Airport Satisfaction Study highlights how airports are increasingly pivotal in ensuring that travel is as streamlined and enjoyable as possible despite growing challenges such as higher passenger volumes, tighter budgets, and rising expectations.
About the J.D. Power North America Airport Satisfaction Study
For nearly two decades, the J.D. Power North America Airport Satisfaction Study has been the gold standard for measuring passenger satisfaction at airports across the U.S. and Canada. First launched in the early 2000s, the study assessed how well airports met passengers' needs by analyzing key factors such as terminal cleanliness, ease of navigation, airport services, and the quality of food and retail options.
In 2024, the study was redesigned, and the scores were not directly comparable year over year as with previous studies. Additionally, this year's study adjusted the set of evaluation criteria, placing a greater emphasis on these seven factors in order of importance:
- Ease of travel through the airport
- Level of trust in the airport
- Terminal facilities
- Airport staff
- Departure/to airport experience
- Food, beverage, and retail
- Arrival/from airport experience
The updates are designed to mirror the evolving dynamics of air travel, adjusting to new passenger expectations and technological advancements within airports.
Key Findings from the 2024 Study
The results of this year's study point to several emerging trends that are significantly influencing passenger expectations and experiences. These key findings underscore how airports must adapt to a more diverse set of passenger needs.
Airports successfully navigate record passenger volumes: Even with record passenger numbers and frequent flight delays and cancellations, 60% of travelers "somewhat agree" or "strongly agree" that they enjoyed their time in the airport, while 59% agree their airport experience helped reduce travel-related stress.- Rising costs reaching a breaking point: Historically, the lowest-rated aspect of the study has been the reasonableness of food and beverage prices, yet it hasn’t notably influenced overall passenger satisfaction. However, this may be shifting, as travelers this year spent an average of $3.53 less per person on food and drink in the terminal compared to 2023, with large airports seeing the largest reduction at $6.31.
- More airports delivering on unique, local identity: A significant factor elevating airports from simply tolerable spaces to top-performing airports is the presence of unique decor, signage, stores, and restaurants celebrating the region.
- Crowding has significant effect on airport scores: Passenger satisfaction score averages 736 on a 1,000-point scale when terminals are perceived as "not at all crowded," with the score dropping considerably to 429 when seen as "severely crowded." In 2024, only 5% of passengers reported experiencing severe crowding.
Top-Ranked Flagship Airports
Among the 20 top-performing airports Flagship supports, 13 are ranked in the top 10 across all size categories, including two that secured the number one position in their respective categories. Drawing on 26,290 surveys from U.S. and Canadian residents, the 2024 study reflects the experiences of passengers who traveled through at least one U.S. or Canadian airport within the last 30 days. The study captures both departure and arrival experiences, including connections, and was fielded between August 2023 and July 2024.
Mega Airports:
Mega airports are defined as those with 33 million or more passengers per year.
- Minneapolis-Saint Paul International Airport (1st)
- Dallas/Fort Worth International Airport (5th)
- San Francisco International Airport (7th)
- Orlando International Airport (8th)
- Denver International Airport (13th)
- Los Angeles International Airport (14th)
- George Bush Intercontinental Airport (15th)
- Seattle-Tacoma International Airport (17th)
- Hartsfield-Jackson Atlanta International Airport (18th)
Large Airports:
Large airports are defined as those with 10 to 32.9 million passengers per year.
- John Wayne Airport, Orange County (1st)
- Tampa International Airport (2nd)
- Dallas Love Field (4th)
- Portland International Airport (8th)
- Salt Lake City International Airport (9th)
- San Jose International Airport (10th)
- Raleigh-Durham International Airport (13th)
- San Diego International Airport (22nd)
Medium Airports:
Medium airports are defined as those with 4.5 to 9.9 million passengers per year.
- Ontario International Airport (4th)
- Palm Beach International Airport (7th)
- Cincinnati/Northern Kentucky International Airport (8th)
Over the past seven months, Flagship deployed over 100 SoftBank autonomous floor scrubbers across 15 locations, including Minneapolis-Saint Paul International Airport, Denver International Airport, Seattle-Tacoma International Airport, Tampa International Airport, Raleigh-Durham International Airport, and Palm Beach International Airport. Our combination of advanced tech solutions and robust janitorial services helps airports provide a clean environment and smooth passenger journey.
These top-ranking airports are not only leaders in passenger satisfaction but also pioneers in deploying innovative solutions to meet the demands of modern travel. Flagship is helping to drive their success, ensuring that travelers can navigate their facilities with ease, comfort, and confidence.
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