Minneapolis-Saint Paul International Airport Tops U.S. Airport Satisfaction Rankings
Minneapolis-Saint Paul International Airport (MSP) has been named the top airport in the United States, according to a recent study by JD Power. The airport received a score of 660 out of 1,000 in the North America Airport Satisfaction Study, which surveyed 30,439 travelers from the U.S. and Canada who flew within the last 30 days.
Michael Taylor, managing director of travel, hospitality and retail at JD Power, highlighted several factors that contributed to MSP’s success. “MSP was easy to access, the staff was friendly, the terminal facilities were impressive and clean, the food, drink and retail offerings were outstanding, and passengers trust the airport,” he said.
MSP narrowly beat out other major airports such as Detroit Metropolitan, Phoenix Sky Harbor, John F. Kennedy International (JFK), and Dallas/Fort Worth for the top spot. This achievement comes at a time when the Transportation Security Administration (TSA) reported that over 10 million travelers were screened during Labor Day weekend.
Improvements to TSA PreCheck have played a significant role in enhancing the passenger experience at MSP. This program allows travelers to keep their belts, jackets, and laptops on, making the security process faster and more convenient. Additionally, the TSA introduced expedited lanes and discounts for U.S. military members as part of its ‘Serve with Honor, Travel with Ease’ initiative.
TSA PreCheck is a paid service designed for “low-risk travelers” and offers a smoother experience at the airport security checkpoint. It includes benefits such as shorter security lines and the ability to keep belts, light jackets, and laptops in carry-on bags. These perks contribute to a more relaxed and efficient travel experience.
Other airports are working to catch up with MSP’s success. Detroit, a previous winner of the JD Power award, is upgrading its dining options. JFK and Dallas/Fort Worth are currently undergoing major construction projects, which have affected their scores but are expected to lead to improved experiences in the future.
Taylor noted that “DTW is a past multiple JD Power award winner, this year they were just barely behind MSP in most dimensions and are making improvements to their food, drinks and retail, which should help them challenge for the top spot again.” He also mentioned that JFK is experiencing major construction that is disrupting access to the airport, while DFW is in the middle of construction phases that aim to enhance the overall airport experience.
Chicago O’Hare International Airport (ORD) received a poor score, primarily due to overcrowding and the need for terminal upgrades. Newark Liberty International Airport finished last, hindered by access issues and air traffic problems.
O’Hare was recently named the nation’s most stressful airport. “Chicago has yet to begin its major terminal reconstruction. Being such a large and busy airport, passengers are likely to experience frustrations while traveling through Chicago,” Taylor explained.
Newark Liberty International Airport finished in last place after making headlines for air traffic controller issues. However, Taylor emphasized that airport access was a key factor in its low ranking. “JD Power has noted that airports that have access issues usually have difficulties achieving higher scores in most dimensions as access issues create a lot of anxiety for flyers who are trying to make a departure time,” he said. “If they are stressed for time, they can’t enjoy what the airport has to offer.”
Newark is undergoing Terminal B construction and inter-terminal train restoration. However, improvements at large airports often take years to complete.
Atlanta’s Hartsfield-Jackson, the nation’s busiest airport handling 5.12 million passengers in August, only made the top 15 — though its food scene remains a crowd favorite.
