Minneapolis-St. Paul International Airport topped a customer satisfaction survey a year ago, the first time it had received the accolade among North American airports.
But it didn't retain the spot in this year's rankings.
Detroit Metropolitan Wayne County Airport was rated highest in passenger satisfaction among mega airports with a score of 800. MSP ranked second (796) and Harry Reid International Airport near Las Vegas ranked third (787), according to the J.D. Power 2023 North America Airport Satisfaction Study, released Wednesday.
"[MSP] just barely lost out to DTW this year," said Mike Taylor, managing director of travel, hospitality and retail at J.D. Power.
The study measured overall traveler satisfaction with mega, large and medium North American airports on a 1,000-point scale by examining six factors. In order of importance, they are: terminal facilities, airport arrival/departure, baggage claim, security check, check-in/baggage check and food, beverage and retail.
MSP still achieved second or third in those categories, Taylor said. But the Detroit airport re-strategized food, beverage and retail, boosting satisfaction in this year's study, he said.
"On top of winning the highest J.D. Power ranking in 2022, MSP is the only mega category airport to earn a customer satisfaction ranking in the top three for three years running," said Brian Ryks, chief executive of the Metropolitan Airports Commission. "This is a testament to the thousands of front-line MSP Airport workers and volunteers who deliver exceptional customer service along with the MAC's commitment to a passenger experience that features modern terminal facilities, efficient passenger processes and exceptional food, beverage and retail offerings."
Overall customer satisfaction with North American airports increased slightly to 780 this year, despite record passenger volume, crowded terminals and a barrage of delays and cancelations. Top-performing airports in the study all saw substantial gains in terminal facilities, baggage claim and food, beverage and retail service.