Data analytics firm JD Power has released the results of its 2026 North America Airport Satisfaction Study. The study, which surveyed 24,710 U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport, shows that while passenger traffic has persistently risen, so too has customer satisfaction at mega, large and medium airports. The study goes on to note that all of the highest rated airports have recently completed or are in the process of completing major infrastructure projects. Other insights from the survey include a correlation between clear signage and passenger satisfaction as well as analysis that a recent increase in passenger satisfaction toward concessions programs suggests that airports should include a balance of both local and national concepts. The study notes that passengers who are more satisfied with their airport experience also spend more, with those who rate their experience as “perfect” spending $20.22 more than passengers who rate the experience as “just OK.” There is room for improvement, the study adds, with only 12% of passengers rating their airport experience as “perfect.”
Airports with the highest rankings include Minneapolis-Saint Paul International Airport (MSP), Detroit Metropolitan Wayne County Airport (DTW) and Phoenix Sky Harbor International Airport (PHX) in first, second and third place, respectively, for the mega airport category; Tampa International Airport (TPA), Portland International Airport (PDX) and Dallas Love Field (DAL) in first, second and third place, respectively, for the large airport category; and Charleston International Airport (CHS), Ontario International Airport (ONT) and Indianapolis International Airport (IND) in first, second and third place, respectively, for the medium airport category.
“For the better part of the last decade, nearly every airport, from the largest international hubs to midsized airfields, has undertaken a significant capital improvement project aimed at streamlining passenger flow, adding attractive food and beverage options and improving overall passenger experience,” said Michael Taylor, managing director of travel, hospitality and retail at JD Power. “On the whole, those efforts are finally starting to pay off in the form of higher overall passenger satisfaction scores. However, when it comes to the individual experiences of passengers, every detail counts and the specific design and structural decisions airports make can have a significant influence on how passengers spend their time – and their money – in the terminal.”
“Being ranked No. 2 among North America’s medium-sized airports for the second consecutive year is a tremendous achievement, but what I’m most proud of is what sits behind that ranking,” said Atif Elkadi, CEO of the Ontario International Airport Authority (OIAA). “Passengers are telling us they trust ONT, they value the experience we provide and they feel the difference when they travel through our airport. Ranking No. 1 in both passenger experience upon arrival and level of trust speaks volumes about our people and the culture we have built here.”
“This is an unprecedented achievement, especially given the consistently strong performance of airports across our size category,” said Brian Ryks, CEO and executive director of the Metropolitan Airports Commission (MAC), which owns and operates MSP. “Our repeat No.-1 ranking is a testament to the appreciation travelers have for the service, hospitality and amenities that make trips through MSP easy and memorable.”
“Tampa International Airport is incredibly proud to receive our third JD Power award in just five years, an honor that reflects what our passengers experience every day when they travel through our world-class facilities,” said TPA CEO Michael Stephens. “TPA has built a reputation for friendly, helpful service; clean, modern facilities; and spacious amenities that are convenient and accessible to all.”
“Dallas Love Field consistently earns high traveler satisfaction because of the relative ease in navigating our airport from check-in to boarding and from landing to departure,” said Patrick Carreno, aviation director for the City of Dallas. “We have managed to maintain that essential element even as we’ve seen an exponential growth in passenger volume in recent years. We also boast a well-stocked and varied concessions program with unique shopping and dining options.”
