According to the J.D. Power 2021 North America Airport Satisfaction Study, Miami International Airport ranks highest in passenger satisfaction among mega airports with a score of 828. John F. Kennedy International Airport (817) ranks second and Minneapolis-Saint Paul International Airport (815) ranks third.
Louis Armstrong New Orleans International Airport ranks highest among large airports with a score of 844. Tampa International Airport (843) ranks second and Raleigh-Durham International Airport (841) ranks third. Individual airports in the medium airports category were not award eligible this year due to reduced passenger volumes.
The 2021 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance): terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail. Mega airports are those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year and medium airports with 4.5 to 9.9 million passengers per year.
Now in its 16th year, the study is based on 13,225 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days. Travelers evaluated either a departing or arriving airport from their round-trip experience.
The study was fielded from August 2020 through July 2021. For more information about the North America Airport Satisfaction Study, visit www.jdpower.com/resource/north-america-airport-satisfaction-study.