Full Breakdown
2025 J.D. Power North America Airport Satisfaction Study: Rankings and Insights
9/19/2025, 2:04:27 AM
Overview of the Rankings
The 2025 J.D. Power North America Airport Satisfaction Study reveals a notable shift in passenger satisfaction across various airports, with overall scores increasing by 10 points on a 1,000-point scale. The study, which surveyed 30,439 travelers from July 2024 to July 2025, evaluates airports based on seven key dimensions: ease of travel, level of trust, terminal facilities, airport staff, departure and arrival experiences, and food, beverage, and retail options.
Top Performers
Minneapolis-Saint Paul International Airport (MSP) ranked highest among mega airports for the second consecutive year, scoring 660 points. It was followed by 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, while Tampa International Airport (709) and Dallas Love Field (705) rounded out the top three. Among medium airports, Indianapolis International Airport took the top spot with 713 points, followed by Ontario International Airport (709) and Buffalo Niagara International Airport (698).
Notable Improvements and Declines
Miami International Airport (MIA) emerged as the most improved mega airport, climbing from 10th to 8th place with a score of 615, reflecting significant investments in modernization and customer service enhancements. Conversely, Seattle-Tacoma International Airport (SEA) ranked 17th among mega airports, continuing a trend of low satisfaction due to issues with overcapacity and long wait times.
Cleveland Hopkins International Airport (CLE) improved its score to 611 but remained near the bottom of the medium airport category, indicating ongoing challenges despite a commitment to modernization. Charlotte Douglas International Airport (CLT) also struggled, ranking 19th among mega airports with a score of 581.
Factors Influencing Satisfaction
The increase in overall satisfaction is largely attributed to recent capital improvements and enhanced food, beverage, and retail offerings. Airports that successfully integrated local brands into their terminals saw significant boosts in satisfaction scores, with J.D. Power noting that a genuine sense of location can improve scores by an average of 190 points.
Official Statements & Responses
Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power, emphasized the importance of ongoing improvements: “A big part of this recent increase in passenger satisfaction is due to recently completed improvements in many airport facilities themselves.” He also highlighted the trend of incorporating local flavors into airport offerings as a key driver of satisfaction.
Criticism & Opposition
Despite the overall positive trends, some airports continue to face criticism. Travelers at SEA expressed frustration with congestion and long security lines, while passengers at CLE noted that ongoing construction could negatively impact their experience in the short term.
What's Next
As airports continue to adapt to increasing passenger volumes, many are undertaking significant renovation projects. For instance, Pittsburgh International Airport is in the midst of a $1.7 billion terminal modernization project, which is expected to enhance the passenger experience in the coming years.
Conclusion
The 2025 J.D. Power North America Airport Satisfaction Study highlights a general improvement in traveler experiences across the continent, driven by strategic investments in airport facilities and services. However, challenges remain for certain airports, underscoring the need for continued focus on enhancing passenger satisfaction.
