MSP Airport (MSP) ranked No. 3 among "mega airports" in the latest J.D. Power North America Airport Satisfaction Study released Wednesday (Sept. 22) – just behind Miami International Airport (MIA) and JFK International Airport (JFK) in New York City.
The 2021 study measures overall traveler satisfaction 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.
MIA had an overall score of 828, followed by JFK with 817 and MSP with 815. MSP ranked No. 10 in J.D. Power's 2020 study and No. 2 in its 2019 study of mega airports, which have 33 million or more passengers per year.
"Airport customer satisfaction reached all-time highs when passenger volumes were severely suppressed by the pandemic, but as leisure travel rebounded sharply throughout the spring and summer of 2021, we saw an expected downturn in satisfaction," said Michael Taylor, travel intelligence lead at J.D. Power. "Ultimately, the data conveys changing expectations among travelers. Early in the pandemic, passengers were satisfied with any shop or restaurant being open, but they now expect full service at the airport."
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.
