Dulles International Airport ranked near the bottom for customer satisfaction among major U.S. airports, while Baltimore/Washington International Thurgood Marshall Airport tied for third, according to a study released Friday by J.D. Power and Associates.
The study, conducted in association with Aviation Week magazine, showed BWI received an overall airport satisfaction index score of 706, based on a 1,000-point scale — well above the 688.5 average for airports with more than 10 million annual passengers. Dulles received 675 points, putting it in 37th place out of 59 airports. Reagan National Airport received 685 points, coming in at 15th.
“This notable and prestigious report affirms our efforts to provide a pleasant and efficient travel experience for our customers,” said Timothy L. Campbell, executive director of the Maryland Aviation Administration. “The airport staff and our partners with the airlines, the TSA, and our concessions developer work very hard to ensure outstanding customer service.”
The study — based on responses from more than 9,800 passengers who flew January through May — measures overall airport satisfaction based on eight specific performance factors: airport accessibility, check-in/baggage check, security check, terminal facilities, food and beverage, retail services, baggage claim, and immigration/customs control.
LaGuardia International in New York received the highest overall passenger satisfaction score followed by Chicago Midway. BWI and McCarran International in Las Vegas tied for third among airports with more than 10 million annual passengers.
The study also finds 47 percent of travelers feel “very safe” while flying within North America, compared to just 13 percent who say they feel “very safe” when traveling outside of North America.
“The results clearlyreflect the confidence travelers have in the ability of North American airports to secure our airways,” said Jim Gaz, senior director of travel and entertainment at J.D. Power & Associates. “Despite the extra time airport security adds to the airport process, overall, passengers feel confident.”
