J.D. Power and Associates Reports:
Although Technology May Help Improve the Airport Experience, the Basics Have the Greatest Impact on Passenger Satisfaction
Detroit Metropolitan Wayne County, Indianapolis International and Kansas City International Airports Each Rank Highest in Overall Passenger Satisfaction in their Respective Segments
WESTLAKE VILLAGE, Calif.: 18 February 2010 - Although technology has revolutionized air travel during the past decade, passenger satisfaction with airports continues to lag behind that of other aspects of the travel industry, largely because passenger expectations of basic needs-such as prompt baggage delivery, airport comfort and ease of navigating the airport-are not being met consistently, according to the J.D. Power and Associates 2010 North America Airport Satisfaction StudySM released today.