JD Power: Airport Passenger Satisfaction Rises Amidst Investments

Passenger satisfaction with North American airports has improved, even as terminals experience higher traffic, according to JD Power's annual North America Airport Satisfaction Study. Overall passenger satisfaction at large "mega" airports rose 14 points on a 1,000-point scale, while large airports saw a 13-point gain and medium airports improved by 16 points.

The study attributes the rise in satisfaction to recent, multi-year, billion-dollar capital improvement projects undertaken by airports. These investments focus on streamlining passenger flow, enhancing food and beverage options, and improving the overall passenger experience. "All of the highest-ranked airports in the study have recently completed, or are close to completing, multi-year, billion dollar+ capital improvement projects," the report states. Michael Taylor, JD Power's Managing Director of Travel, Hospitality and Retail, noted that these investments are "finally starting to pay off."

Minneapolis-Saint Paul International Airport ranked highest among mega airports with a score of 684, followed by Detroit Metropolitan Wayne County Airport and Phoenix Sky Harbor International Airport. Tampa International Airport topped the large airport category with 715 points, while Charleston International Airport led the medium airport category with 712 points.

The study, in its 21st edition, surveyed over 24,700 travelers between July 2025 and July 2026. Satisfaction was measured across seven dimensions, including ease of travel, terminal facilities, staff, departure and arrival experiences, and retail/food/beverage offerings. Airports that invested in unique designs reflecting their cities also saw higher scores, with passengers reporting higher spending when they had a positive airport experience.