The J.D. Power study scrutinized three key factors: terminal facilities, airport arrivals and departures, and baggage claim. According to the recently published 2023 North America Airport Satisfaction Study by J.D. Power, traveler contentment at Logan International Airport could benefit from some enhancements. This study was unveiled on Wednesday.
In the study, Logan Airport secured the 16th spot out of the 20 mega airports evaluated, which are characterized by serving 33 million or more passengers annually. It achieved a score of 762 out of 1,000, sharing this ranking with Fort Lauderdale-Hollywood International Airport. Comparatively, in the previous year, Logan held the 17th position, with a score of 754.
At the top of the list for customer satisfaction among mega airports is Detroit Metropolitan Wayne County Airport, boasting a stellar score of 800 out of 1,000.
Traveler contentment was gauged by assessing six factors, prioritized as follows: terminal facilities, airport arrivals and departures, baggage claim, security checks, check-in and baggage services, and food, beverage, and retail options.
A statement provided to Boston.com by a Massport official conveyed their commitment to enhancing the overall customer experience through ongoing investments aimed at bolstering economic growth and operational efficiency at the airport.
The official emphasized the importance of renovating aging infrastructure to modernize Boston Logan’s facilities, recognizing its pivotal role in meeting the evolving needs of travelers, and expressed gratitude for the patience of passengers during this period.
Massport highlighted recent enhancements at Logan Airport, which encompassed the addition of four new gates to Terminal E in response to the growing demand from international passengers, along with an ongoing roadway project designed to alleviate congestion, scheduled for completion in the upcoming fall season.
The study reported a notable increase in overall airport satisfaction this year, rising by three points to reach 780, up from 777. This positive trend was attributed to improvements in various areas, including terminal facilities, food and beverage services, as well as the baggage claim process.
Michael Taylor, the Managing Director of Travel, Hospitality, and Retail at J.D. Power, commented, “North American airports have faced a challenging year, but their substantial capital investments in recent years and renewed commitments to fully restoring food, beverage, and retail services have allowed them to effectively handle the influx of passengers.
Although airports are successfully managing current challenges, there remains room for improvement in enhancing the passenger experience while also bolstering their own financial performance. Satisfied passengers tend to spend more at airports, making it vital to continue efforts in distributing passenger traffic throughout the day and providing exceptional service at all customer interaction points.”
Reference: More details on Boston.com