After a brief, blissful period during the pandemic when passengers could breeze through security checkpoints, baggage claims and restaurants, airports are again a source of frustration, according to J.D. Power's latest Airport Satisfaction Study.
And the misery will likely continue into next year, says Michael Taylor, travel intelligence lead at J.D. Power.with North American airports fell 25 points, for a score of 777 out of 1,000 this year, as passenger volume returned nearly to normal, J.D. Power found.The Airport Satisfaction Study looks at six factors: terminal facilities; airport arrival/departure; security check; check-in/baggage check; baggage claim; and food, beverage and retail.
San Francisco International Airport was second, while Detroit Metropolitan Wayne County Airport tied with New York's John F. Kennedy International Airport for third. Newark Liberty International Airport, which has been plagued with delays over the past year, ranked last — and well below other major airports.
"In some ways, this is a return to normal as larger crowds at airports tend to make travelers more frazzled. But in cases where parking lots are over capacity, gates are standing room only, and restaurants and bars are not even open to offer some reprieve, it is clear that increased capacity in airports can't come soon enough."