On July 7, 2024, North American airports saw a staggering new record of over three million passengers passing through Transportation Security Administration (TSA) checkpoints in a single day. Despite such unprecedented numbers and the ongoing rise in travel-related costs—flights, hotels, and even airport purchases—passengers appear to still be largely satisfied with their overall airport experiences. This is according to J.D. Power’s newly released 2024 North America Airport Satisfaction Study, which highlights how airports are managing to provide positive experiences even amid surging demand.
High Volumes, High Satisfaction
With air travel booming, many expected traveler frustrations to rise in tandem, but the study shows that a majority of passengers are still enjoying their time in airports. Approximately 60% of passengers said they “somewhat agree” or “strongly agree” that they enjoyed spending time in the airport. Furthermore, 59% felt that their airport successfully alleviated the stress of travel, even in the face of record passenger volumes and frequent delays.
Rising Costs Reach a Tipping Point
Though passenger satisfaction remains high, the study reveals signs that rising prices may be having an effect. Over the past year, average spending per passenger on airport food, beverages, and retail dropped by $3.53. This decrease is most noticeable at larger airports, where spending has fallen by an average of $6.31 per passenger. This trend suggests that even as more people travel, they may be less willing to splurge during their time in the terminal.
Airports Highlight Local Identity
A key driver of satisfaction, according to the study, is the ability of airports to showcase a sense of local culture and identity. Seventy percent of passengers felt that their airport effectively reflected the character of its city or region. Unique décor, signage, and local cuisine help set top-performing airports apart, making passengers feel more connected to their destination.
Crowding Impacts Passenger Experience
Passenger perceptions of crowding also play a significant role in satisfaction scores. When terminals are perceived as “not at all crowded,” overall satisfaction scores average 736 on a 1,000-point scale. However, when terminals are seen as “severely crowded,” scores plunge to 429. The good news is that only 5% of travelers in 2024 reported encountering severe crowding.
Top-Ranked Airports
The study ranks Minneapolis-Saint Paul International Airport as the top performer among “mega” airports, with a satisfaction score of 671. In the “large” airports category, John Wayne Airport in Orange County takes the top spot with a score of 687, while Indianapolis International Airport leads the “medium” airports category for the third year running with a score of 687.
Top 5 Mega Airports:
Minneapolis-Saint Paul International Airport (MSP) – 671
Detroit Metropolitan Wayne County Airport (DTW) – 643
Phoenix Sky Harbor International Airport (PHX) – 633
John F. Kennedy International Airport (JFK) – 628
Dallas/Fort Worth International Airport (DFW) – 623
Looking Ahead
As air travel continues to grow, J.D. Power’s 2024 study provides valuable insights into how airports are adapting to higher volumes while still meeting the needs of travelers. While rising costs may begin to affect how much passengers spend in terminals, the overall airport experience remains positive, thanks to unique offerings and a focus on customer satisfaction. The ongoing success of North American airports in maintaining high service levels, even under pressure, will be key to sustaining traveler enjoyment in the years to come.
The 2024 North America Airport Satisfaction Study is based on over 26,000 completed surveys from U.S. and Canadian travelers, covering both departure and arrival experiences.
