Although Technology May Help Improve the Airport Experience, the Basics Have the Greatest Impact on Passenger Satisfaction

WESTLAKE VILLAGE, Calif., Feb. 18 /PRNewswire/ -- Although technology has revolutionized air travel during the past decade, passenger satisfaction with airports continues to lag behind that of other aspects of the travel industry, largely because...

Kansas City International (MCI) ranks highest among medium airports, and performs particularly well in three of the six factors: airport accessibility, check-in/baggage check and security check. Following MCI in the segment rankings are Portland International (PDX) and Tampa International (TPA). PDX performs particularly well in the food and retail services factor while TPA performs particularly well in the terminal facilities and baggage claim factors.

Small Airports

Among small airports, Indianapolis International Airport (IND) ranks highest and performs particularly well in the check-in/baggage check, security check and terminal facilities factors. Following IND in the segment rankings are Fort Myers/Southwest Florida International (RSW) and Tucson International (TUS).

The 2010 North America Airport Satisfaction Study is based on responses from more than 12,100 passengers who took a round-trip flight between January and December 2009. Passengers evaluated their departing and arriving airports, and the study includes a total of more than 24, 200 evaluations. The study was fielded between January and December 2009. For more information, view airport ratings or read an article on

Also included in the study but not ranked due to small sample size are: Albany International Airport - ALB; Anchorage International Airport - ANC; Boise Airport - BOI; Dayton International Airport - DAY; El Paso International - ELP; Greater Rochester International Airport - ROC; Long Beach Airport - LGB; Louisville International Airport - SDF; Manchester-Boston Regional Airport - MHT; Norfolk International Airport - ORF; Omaha Airport Authority Eppley Airfield - OMA; Ontario International Airport - ONT; Richmond International Airport - RIC; Spokane International Airport - GEG; Tulsa International - TUL; and Will Rogers World Airport - OKC.

(1) Source: J.D. Power and Associates 2009 North America Hotel Guest Satisfaction Index Study(SM)( )and J.D. Power and Associates 2009 Rental Car Satisfaction Study(SM)

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, Platts, Capital IQ, J.D. Power and Associates, McGraw-Hill Construction and Aviation Week. The Corporation has more than 280 offices in 40 countries. Sales in 2008 were $6.4 billion. Additional information is available at

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SOURCE J.D. Power and Associates

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