North American Airports See Higher Passenger Satisfaction Amid Record Crowds

Passenger satisfaction is rising across North American airports despite record demand, delays, and higher costs. J.D. Power’s latest survey highlights how completed capital projects, improved access, and authentic local concessions are shaping the traveler experience.

Joe Petrie

Oct. 10, 2025

Five Things You'll Learn

The role of capital improvements in boosting satisfaction scores.
Why wayfinding and terminal access are critical to the passenger journey.
How authentic local concessions drive spending and satisfaction.
Lessons from consistently top-ranked airports such as Minneapolis–Saint Paul, John Wayne, and Indianapolis.
What mega-hubs can expect as major construction ramps up.
The long-term opportunities for technology and trust to shape the next era of airport experience.

Michael Taylor, Senior Managing Director of Travel, Hospitality, Retail and Customer Service at J.D. Power.

In this episode of the AviationPros Podcast, Editor-in-Chief Joe Petrie sits down with Michael Taylor, Senior Managing Director of Travel, Hospitality, Retail and Customer Service at J.D. Power.

The conversation dives into the findings from the 2025 North America Airport Satisfaction Study, revealing why passengers are reporting higher satisfaction levels even as air travel sets new records. Taylor explains how completed infrastructure projects, clear access and wayfinding, and the balance of local and global food and retail programs are influencing both traveler happiness and non-aeronautical revenue.

About the Author

Joe Petrie

Editor & Chief

Joe Petrie is the Editorial Director for the Endeavor Aviation Group.

Joe has spent the past 20 years writing about the most cutting-edge topics related to transportation and policy in a variety of sectors with an emphasis on transportation issues for the past 15 years.

Contact: Joe Petrie

Editor & Chief | Airport Business

[email protected]

+1-920-568-8399

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