Detroit Metro Airport in Romulus ranks highest in passenger satisfaction among the nation’s mega airports, according to the 2023 North America Airport Satisfaction Study released today by J.D. Power in Troy.
Detroit Metro, otherwise known as DTW, checked in with a score of 800. Minneapolis-Saint Paul International Airport (796) ranks second and Harry Reid International Airport in Las Vegas (787) ranks third.
The 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 arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage, and retail.
Mega airports are defined as those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year.
“I’m incredibly proud of our team whose tireless efforts and commitment to our customers earned this prestigious award,” says Chad Newton, CEO of the Wayne County Airport Authority CEO. “We are always striving to remove the stress from travel and ensure our customers are safe, comfortable, and satisfied when flying into or out of DTW.
“This recognition, which comes on the heels of our ACI World ASQ Award, shows we are listening to our customers and responding to their needs. J.D. Power has long been respected as a global leader for customer insights, making this award especially meaningful.”
DTW credits its strong relationship with federal partners, including Customs and Border Protection and the Transportation Security Administration, for the high security check score.
“TSA is laser-focused on staying ahead of emerging threats to provide a safe and efficient security screening experience for the traveling public through innovative technology solutions and the hard work of our highly skilled workforce,” says Reggie Stephens director of TSA Federal Security for Michigan. “This honor is a reflection of the strong partnership with Detroit Metropolitan Wayne County Airport, and we look forward to continued collaboration as we deliver a top-tier security experience.”
In the past year, the airport has expanded the use of biometric/facial recognition technology to speed up the boarding process, reconceptualized concession locations, as well as implemented several improvements in the Evans Terminal including renovating the Pet Relief Area, adding Step-N-Wash step stools in restrooms, installing USB charging ports, and refreshing the Hydrate Kids Play Area.
Overall, the nation’s passenger satisfaction improved by three points, driven by improvements in three factors: terminal facilities; food and beverage and retail service; and baggage claim.
“It has not been an easy year for North American airports, but major capital improvements they’ve made over the last several years and new investments in getting food, beverage and retail operations back up and running at full capacity have helped them manage the crush of passengers,” says Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power.
“While airports are doing a good job coping with the current issues, there is still more they could do to improve passenger experience while also improving their own bottom lines,” Taylor says. “Happy passengers spend a lot more money at the airport, so ongoing efforts to spread passenger volumes throughout the day and deliver superior service at all customer touchpoints will be critical.”
Other findings of the 2023 study include:
- Satisfied travelers spending more money at the airport: There is a direct correlation between overall passenger satisfaction and spending at the airport. Passengers classified as “delighted,” meaning they rate their airport experience as 10 out of 10, spend an average of $44 in the terminal, while those classified as disappointed (1-5 out of 10) spend just $29. This year, airport passengers spent an average of $3.47 more than last year in the terminal.
- Crowding to remain a challenge for foreseeable future: While North American airports have managed to keep passengers reasonably satisfied throughout a challenging year, overall satisfaction is still down from the highs seen in 2020 when passenger volumes were dramatically lower due to the pandemic. More than half (60 percent) of travelers say they experienced severe or moderate crowding within the terminal, a 2-percentage-point increase from last year.
For more information about the North America Airport Satisfaction Study, visit here.
