We all appreciate a safe, comfortable flight once we board a plane, but what makes a satisfying airport experience? A recent poll ranks airports on customer satisfaction, and one of Western New York's airports ranks high among medium-sized airports.

On a 1,000 point scale, Buffalo Niagara International Airport (BNIA) received a score of 829, coming in third among medium-sized airports behind Indianapolis International Airport (833) and Jacksonville International Airport (831) in the JD Power survey. Overall, BNIA ranked fourth when including scores for mega and large airports.

Detroit Metropolitan Wayne County Airport ranks highest in passenger satisfaction among mega airports with a score of 786. Minneapolis-Saint Paul International Airport/Wold (779) ranks second, while Las Vegas McCarran International Airport (777) and Orlando International Airport (777) rank third in a tie.

Portland (Ore.) International Airport ranks highest among large airports with a score of 833. Dallas Love Field (826) ranks second and Tampa International Airport (822) ranks third.

Mega airports are those having 33 million or more passengers per year; large airports have 10 to 32.9 million passengers per year; and medium airports have 4.5 to 9.9 million passengers per year.

Some of the key findings from the 2019 study:

• Traveler satisfaction stagnates after several years of growth: The overall customer satisfaction score this year for North American airports is 762, up 1 point from 2018. The modest performance is attributable to lower-than-average facility access scores, with larger numbers of travelers citing construction-related delays getting into and out of the airport.
• Light at the end of the tunnel: The common bond among top-performing airports such as Detroit Metropolitan, Portland International and Indianapolis International is relatively new facilities that accommodate increased passenger volume, incorporate localized food and beverage offerings and offer easy access. Airports that can handle larger numbers of passengers while providing such experiences see a payoff in the form of improved satisfaction scores.
• Improved TSA processes, biometric screening improve security efficiency: The experience of getting through airport security—a perennial drag on airport satisfaction scores—has improved 5 points due to improved TSA processing and more widespread adoption of biometric screening technologies that move passengers through security faster.

The 2019 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 accessibility; baggage claim; security check; check-in/baggage check; and food, beverage and retail. 

Now that you know which airports rank high in customer satisfaction, start planning your next trip with the travel experts at AAA!

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