Minneapolis-St. Paul International Airport won top honors for passenger satisfaction among the nation’s largest airports, according to a survey released Wednesday by the global consulting firm J.D. Power.
MSP Airport ranked best in the U.S.
Minneapolis-St. Paul International Airport won top place for “mega” sized airports in the prestigious J.D. Power survey after losing to Detroit last year.
The Minnesota Star Tribune
September 18, 2024 at 10:00AM
MSP regained supremacy in the “mega” category with more than 33 million annual passengers, handily beating Detroit Metropolitan Wayne County Airport, which came in second, according to the J.D. Power 2024 North American Airport Satisfaction Study. The Motor City won last year, after MSP took the title in 2022 for the first time.
“Our purpose is to provide exceptional airport experiences so Minnesota thrives, and this prestigious recognition demonstrates that we are delivering for our travelers,” said Brian Ryks, CEO and executive director of the Metropolitan Airports Commission (MAC), which owns and operates MSP.
Last year, MSP served nearly 35 million passengers, making it the 18th busiest airport in the United States. So far this year, MAC officials say passenger traffic is trending 8% more than 2023.
“Huge air travel demand has not slowed down in North America despite the steadily rising costs of flights, ground travel, hotel rooms and pretty much anything you can buy in an airport,” said Michael Taylor, J.D. Power’s managing director of travel, hospitality and retail, in a news release.
J.D. Power surveyed close to 27,000 passengers nationwide between August 2023 and July. Passengers were asked about their airport experience, including the ease of travel, the quality of terminal facilities and food, beverage and retail offerings, and airport staff.
Based on a 1,000-point scale, MSP racked up 671 points, with Detroit scoring 643 points — the segment’s average was 595 points. Newark Liberty International Airport came in last.
John Wayne Airport won top honors in the large category and Indianapolis International Airport ranked the highest in the medium category. The losers in those categories were Philadelphia International Airport and Cleveland Hopkins International Airport, respectively.
More broadly, 60% of the survey’s respondents said they enjoy spending time at their airport, despite record passenger volumes and widespread flight cancellations and delays. However, satisfaction levels at airports plummet if terminals are crowded.
In addition, passengers are spending less on food and beverages — indicating that rising costs of these items “may finally be reaching a breaking point,” the release said.
Airports that scored well generally capitalize on unique, local identities in their décor, signage, and stores and restaurants.
The MAC said it continues to invest in airport facilities and services to accommodate passenger growth and to meet their changing demands.
Last year, MAC and Delta Air Lines launched the single largest interior renovation of concourses and passenger gate areas at MSP’s Terminal 1, which opened in 1962. The $242 million Airport Modernization Program seeks to unify a modern design across six of the main terminal’s seven concourses — A, B, C, D, F and G, spanning about 75 Delta gates. Work will be completed late next year.
This summer, MAC broke ground on a 168,000-square-foot Terminal 2 north expansion project that will add two additional airline gates and provide space for new restrooms, concession spaces, and additional operational support areas for airlines and tenants when it opens in early 2027.
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