Full Breakdown
J.D. Power 2025 Airport Satisfaction Rankings: A Shift in Customer Experience
9/19/2025, 4:02:38 AM
Overview of the Rankings
The J.D. Power 2025 North America Airport Satisfaction Study has revealed notable shifts in customer satisfaction across various airports, with overall scores increasing by an average of 10 points on a 1,000-point scale. This year's survey, based on 30,439 responses from travelers in the U.S. and Canada, highlights improvements in food, beverage, and retail offerings, as well as ease of travel through airports.
Key Findings from the Study
Minneapolis-Saint Paul International Airport (MSP) topped the mega airport category for the second consecutive year with a score of 660. Other high performers included Detroit Metropolitan Wayne County Airport (649) and Phoenix Sky Harbor International Airport (634). In the large airport category, John Wayne Airport in Orange County, California, led with a score of 730, followed by Tampa International Airport (709) and Dallas Love Field (705). Indianapolis International Airport (713) ranked highest among medium airports, with Ontario International Airport (709) and Buffalo Niagara International Airport (698) following.
The study assessed passenger experiences based on seven core dimensions: ease of travel, level of trust, terminal facilities, airport staff, departure experience, food, beverage and retail, and arrival experience. Improvements in these areas were attributed to recent capital projects and a trend toward incorporating local flavors into airport offerings.
Portland International Airport's Performance
Portland International Airport (PDX) ranked sixth among large airports with a score of 683, marking an improvement from eighth in 2024 and 12th in 2023. Despite the positive trajectory, PDX fell short of the top spot, which was claimed by John Wayne Airport. The airport's recent upgrades, including a new main terminal opened in 2024, did not significantly elevate its ranking, indicating that further enhancements may be necessary to regain its former status as a leading airport.
Cleveland Hopkins International Airport's Struggles
Cleveland Hopkins International Airport (CLE) improved its score to 611, yet remained near the bottom of the medium airport category, ranking 17th out of 18. Despite improvements across all measured dimensions, CLE's ranking reflects ongoing challenges, particularly as it prepares for a $1.6 billion terminal modernization project expected to be completed by 2032. The construction is anticipated to temporarily hinder passenger satisfaction, although officials are implementing short-term improvements to enhance the traveler experience.
Criticism and Opposition
While many airports reported increased satisfaction, Philadelphia International Airport (PHL) was ranked the worst large airport, scoring just 570 points. This ranking highlights the ongoing challenges faced by some airports in meeting passenger expectations, particularly in light of recent renovations and service improvements at competing facilities.
Official Statements
Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power, noted, “A big part of this recent increase in passenger satisfaction is due to recently completed improvements in many airport facilities themselves.” He emphasized the importance of local dining and retail options in enhancing the overall airport experience.
Conclusion and Future Outlook
The 2025 J.D. Power rankings reflect a broader trend of improving airport satisfaction across North America, driven by significant investments in infrastructure and passenger services. As airports continue to adapt and enhance their offerings, the competition for top rankings is expected to intensify, with ongoing projects likely influencing future satisfaction scores.
