J.D. Power and Associates Reports: Customer Satisfaction with Airports Declines Sharply Amid an Industry Fraught with Flight Delays

WESTLAKE VILLAGE, Calif., May 20 /PRNewswire/ -- Affected by an air travel industry laden with flight delays and cancellations caused by weather, air traffic issues and staff and service cutbacks, customer satisfaction with airports is down significantly, according to the J.D. Power and Associates 2008 North America Airport Satisfaction Study(SM) released today.

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The study, now in its eighth year, measures overall airport satisfaction in three segments: large (30 million or more passengers per year), medium (10 million to 30 million passengers per year) and small (fewer than 10 million passengers per year). Six factors -- assessed through 27 specific attributes -- are examined to determine overall customer satisfaction: airport accessibility; baggage claim; check-in/baggage check process; terminal facilities; security check; and food and retail services.

The study, which coincided with a period of notably high rates of flight delays between April 2007 and May 2008, finds that overall satisfaction is 675 on a 1,000-point scale in 2008 -- down 14 points from 2007. Prior to 2007, customer satisfaction with airports increased steadily between 2002 and 2006. More than one in five passengers report experiencing a delay. In addition, customer satisfaction with airports is considerably lower than satisfaction levels in other aspects of the travel industry in which the company conducts studies: hotels (758), rental cars (750) and airlines (687).

"When air passengers are forced to wait out delays in airports for departing flights, they are essentially a captive audience, and their frustration and stress levels affect their satisfaction with airport operations and amenities," said Jim Gaz, senior director of travel and entertainment at J.D. Power and Associates. "Those airports that are best equipped to handle delayed passengers with comfortable seating, a variety of food and beverage options and restrooms located near departure gates are the ones that will perform better in customer satisfaction in these trying times. When delayed passengers arrive at their destination airports, they are seeking efficient service at baggage claim and an expedient exit. Any additional inconveniences will only compound their dissatisfaction with the airport experience."

In particular, customer satisfaction with the security check aspect of the airport experience has declined considerably since 2007.

"Service inconsistencies in the security check process from airport to airport are particularly frustrating for customers, who report lower satisfaction with the professionalism of security staff and the ability of the security check process to make them feel safe, compared with 2007," said Gaz.

Large Airports

Philadelphia International (PHL) ranks highest in overall customer satisfaction among large airports, improving by five rank positions since 2007 and performing particularly well in the terminal facilities and baggage claim factors. PHL is followed closely in the segment rankings by McCarran International (LAS) and Orlando International (MCO), in a tie. LAS performs particularly well in the airport accessibility and check-in/baggage check process factors while MCO performs well in the security check factor.

Medium Airports

Chicago Midway International (MDW) ranks highest among medium-size airports, and performs particularly well in three of the six factors: airport accessibility, terminal facilities and baggage claim. LaGuardia International (LGA) improves by one rank position since 2007 to follow MDW in the segment rankings. Following LGA are Memphis International (MEM), Ronald Reagan Washington National (DCA) and Tampa International (TPA), in a tie. TPA performs particularly well in the check-in/baggage check process and security check factors.

Small Airports

Among small airports, Dallas Love Field (DAL) ranks highest, improving by one rank position since 2007 and performing particularly well in the airport accessibility, security check and terminal facilities factors. Houston Hobby International (HOU) and San Antonio International (SAT), respectively, follow in the rankings.

"Overall, satisfaction scores have declined since 2007 for 48 of the 60 airports included in the 2008 study," said Gaz. "Those airports that have maintained consistent levels of satisfaction and service demonstrate the greatest gains in the rankings."

The study also finds several other key airport passenger patterns: -- Among customers reporting that their flight was delayed, the length of the delay was 68 minutes, on average. -- The percentage of customers checking bags has declined considerably, from 77 percent in 2007 to 66 percent in 2008. -- Males are less satisfied with the security check aspect of their airport experience than are females, on average. Among males, the average satisfaction score is 655 for security check, while among females the average score is 668. -- Passengers are typically more satisfied with their experiences in connecting airports than in originating or destination airports. On average, connecting passengers spend 82 minutes waiting for their connecting flight. Satisfaction with the connecting airport begins to decline when the wait is longer than 90 minutes. -- Customers spent slightly less money on food and beverage purchases in 2008 ($11.22), compared with 2007 ($11.91). Retail spending, however, has decreased by an average of $4.00, from $25.54 in 2007 to $21.54 in 2008.

The 2008 North America Airport Satisfaction Study is based on responses from more than 21,165 passengers who took a round-trip flight between April 2007 and March 2008. Passengers evaluated up to three different airports -- their departing and arriving airport, and if applicable, their connecting airport -- for a total of more than 36,500 evaluations. Visit JDPower.com to view customer satisfaction ratings for airports, airlines, hotels, independent travel Web sites and rental cars.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.

Media Relations Contacts: Jeff Perlman Syvetril Perryman Brandware Public Relations J.D. Power and Associates Agoura Hills, Calif. Westlake Village, Calif. (818) 317-3070 (805) 418-8103 jperlman@brandwaregroup.com syvetril.perryman@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/corporate

Large Airport Ranking (30 million passengers or more per year) J.D. Power.com Power Overall Airport Satisfaction Index Score Circle Ratings (Based on a 1,000-point scale) For Consumers Philadelphia International (PHL) 690 5 McCarran International (LAS) 688 5 Orlando International (MCO) 688 5 George Bush Intercontinental/Houston (IAH) 684 4 Phoenix Sky Harbor (PHX) 682 4 Miami International (MIA) 681 4 John F. Kennedy International (JFK) 680 4 Hartsfield-Jackson Atlanta International (ATL) 678 4 Newark International (EWR) 677 3 Charlotte Douglas International (CLT) 675 3 Los Angeles International (LAX) 675 3 Large Airport Segment Average 674 3 Chicago O'Hare International (ORD) 671 3 Detroit Metropolitan Wayne County (DTW) 671 3 Toronto Pearson International (YYZ) 667 3 Dallas/Ft. Worth International (DFW) 666 3 Denver International (DEN) 665 2 Seattle-Tacoma International (SEA) 656 2 San Francisco International (SFO) 652 2 Minneapolis/St. Paul International (MSP) 647 2 Medium Airport Ranking (10 million to fewer than 30 million passengers per year) J.D. Power.com Power Overall Airport Satisfaction Index Score Circle Ratings (Based on a 1,000-point scale) For Consumers Chicago Midway International (MDW) 697 5 LaGuardia International (LGA) 688 4 Memphis International (MEM) 687 4 Ronald Reagan Washington National (DCA) 687 4 Tampa International (TPA) 687 4 Baltimore Washington International (BWI) 686 4 Kansas City International (MCI) 685 4 Vancouver International (YVR) 683 4 Cincinnati/Northern Kentucky International (CVG) 682 4 Washington Dulles International (IAD) 682 4 San Diego International/Lindbergh Field (SAN) 678 4 Sacramento International (SMF) 677 4 Cleveland Hopkins International (CLE) 674 3 Medium Airport Segment Average 673 3 Lambert St. Louis International (STL) 672 3 Salt Lake City International (SLC) 672 3 Boston Logan International (BOS) 670 3 Fort Lauderdale Hollywood International (FLL) 669 3 Honolulu International (HNL) 667 3 Portland (OR) International (PDX) 665 2 San Jose International (SJC) 664 2 Oakland International (OAK) 657 2 Included in the study, but not ranked due to small sample size are: Calgary International - YYC and Mexico City Juarez - MEX Small Airport Ranking (fewer than 10 million passengers per year) J.D. Power.com Power Overall Airport Satisfaction Index Score Circle Ratings (Based on a 1,000-point scale) For Consumers Dallas Love Field (DAL) 709 5 Houston Hobby International (HOU) 700 4 San Antonio International (SAT) 699 4 Louis Armstrong New Orleans International (MSY) 698 4 El Paso International (ELP) 693 4 Nashville International (BNA) 691 4 John Wayne (SNA) 689 3 Long Beach (LGB) 688 3 Bradley International (BDL) 684 3 Small Airport Segment Average 684 3 Tulsa International (TUL) 677 3 Port Columbus International (CMH) 675 3 Raleigh-Durham International (RDU) 675 3 Burbank Bob Hope (BUR) 674 3 Indianapolis International (IND) 674 3 Pittsburgh International (PIT) 673 2 Southwest Florida International (RSW) 668 2 Boise (BOI) 664 2 Austin-Bergstrom International (AUS) 659 2 Albuquerque International Sunport (ABQ) 657 2 Tucson International (TUS) 655 2 Included in the study but not ranked due to small sample size is General Mitchell International - MKE Power Circle Ratings Legend: 5 - Among the best 4 - Better than most 3 - About average 2 - The rest

Available Topic Expert(s): For information on the listed expert(s), click appropriate link. Jim Gaz http://profnet.prnewswire.com/Subscriber/ExpertProfile.aspx?ei=58134