This is a tough time to be a traveler passing through America’s airports. The J.D. Power and Associates 2008 North America Airport Satisfaction StudySM finds that overall traveler satisfaction declined for the first time since 2001. 
What happened? Crowded skies, full planes, higher travel costs, and airlines preoccupied with the struggle to stay in business all added up to frustrated travelers. Consider these statistics:
- Airlines put 14 percent more planes in the air onto a flight route system that hasn’t changed since the 1950s.
- Flight delays soared to their highest levels ever and the late arrival rate was the highest since 1996.
- Fares went up.
- More flights were cancelled than in any year since 2001.
The North America Airport Satisfaction Study found that business travelers were particularly unhappy with the airports they used. The percentage of business travelers also rose as tougher economic times made consumers reconsider their leisure travel plans.
In spite of this challenging environment, some airports did stand out for their ability to make travel a more enjoyable experience.
- Small airports scored the highest in airport satisfaction. Of those, Dallas Love Field was rated highest by travelers of any North American airport.
- Chicago’s Midway International airport ranked highest in the medium airport segment.
- Travelers rated Philadelphia International the top performer among large airports.
The study also finds that people who had connecting flights at those airports were happier with their stops en route. That’s not surprising, since their experience there didn’t include baggage check-in, security lines or airport parking.
For more information, see:
2007 Airline Satisfaction Study
2007 Rental Car Satisfaction Study
2007 North America Hotel Guest Satisfaction Study