“Capacity has become a huge challenge for North American airports, with many reporting 100% of available parking spots being filled and large airports, such as Orlando International, setting passenger volume records each month for more than three years straight,” said Michael Taylor, Travel Practice Lead at J.D. Power. “Despite these difficulties, airports are responding with new technology and old-fashioned personal skills to win over harried travelers. These range from smartphone apps that tell travelers where to find a parking spot to therapy dogs—and in one case, a therapy pig—mingling with travelers to relieve stress and improve the overall airport experience.”
Among all airports, with 18 airports in the Mega category and 21 in the Medium category, overall customer satisfaction scores have reached an all-time high of 749, slightly above the KCI ranking. That was up 18 points from last year’s all-time high, the release said, attributing improvements to a 25-point increase in satisfaction with security check, thanks largely to fewer TSA staffing issues this year. Signficant gains came in two other criteria, check-in/baggage check (+19 points) and food, beverage, and retail (+15 points). Self-service bag-check kiosks and other bag-tagging technologies have played a significant role in improving the baggage check process.