Sunday, 21 February, 2010 0:05 AM
Airport ranked highest in overall passenger satisfaction,
according to J.D. Power study
Technology May Help Improve the Airport Experience, the Basics
Have the Greatest Impact on Passenger Satisfaction
PHOTO BY GLORIA RZUCIDLO / ©AMERICAJR.com
look at the exterior of the new North Terminal at
Detroit Metro Airport.
VILLAGE, Calif. -- 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
study 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.
passenger satisfaction with the airport experience
averages 690 on a 1,000-point scale in 2010,
which is an improvement from 675 in 2008. However,
satisfaction with airports in 2010 is considerably
lower than satisfaction with hotels (756, on
average) and rental cars (733, on average).
has helped drive efficiencies for airports and
increase convenience for travelers-for example,
through wireless Internet access, parking lot
management systems and online check-in. However,
the study finds that the areas with greatest
impact on overall passenger satisfaction are
speed of baggage delivery; ease of check-in
and baggage check; comfort in airport terminals;
and the amount of time required for security
check. For many passengers, basic needs such
as seating comfort and ease of moving through
the airport are not consistently being met.
much as Internet access may be a fun diversion
or enable productivity for passengers, getting
passengers in and out of the airport easily
and efficiently is of utmost importance,"
said Stuart Greif, vice president and general
manager of the global hospitality and travel
practice at J.D. Power and Associates. "Airports
can best facilitate passenger progress and improve
satisfaction by focusing on key elements such
as the clarity of airport signage, facilitating
quick and accurate delivery of baggage and partnering
with the TSA to reduce security check wait times."
study finds that providing high levels of airport
passenger satisfaction has a strong positive
impact on retail spending. Among passengers
who are "disappointed" with their
airport experience (providing ratings of one
to five on a 10-point scale), airport retail
spending averages $14.12. However, passengers
who are "delighted" with their airport
experience (providing ratings of 10 on a 10-point
scale), spend an average of $20.55 on airport
retail purchases-45 percent more than do "disappointed"
passengers. Only a small percentage of passengers-9
percent-are "delighted" with their
the segment level, passenger satisfaction with
large airports has decreased in recent years.
During the same time frame, satisfaction with
medium airports has remained flat while satisfaction
with small airports has increased.
Metropolitan Wayne County (DTW) ranks highest
in overall customer satisfaction among large
airports and performs particularly well in the
terminal facilities and baggage claim factors.
Denver International (DEN) and Minneapolis/St.
Paul International (MSP), in a tie, closely
follow DTW in the segment rankings. DEN performs
particularly well in the airport accessibility
City International (MCI) ranks highest among
medium airports, and performs particularly well
in three of the six factors: airport accessibility,
check-in/baggage check and security check. Following
MCI in the segment rankings are Portland International
(PDX) and Tampa International (TPA). PDX performs
particularly well in the food and retail services
factor while TPA performs particularly well
in the terminal facilities and baggage claim
small airports, Indianapolis International Airport
(IND) ranks highest and performs particularly
well in the check-in/baggage check, security
check and terminal facilities factors. Following
IND in the segment rankings are Fort Myers/Southwest
Florida International (RSW) and Tucson International
2010 North America Airport Satisfaction Study
is based on responses from more than 12,100
passengers who took a round-trip flight between
January and December 2009. Passengers evaluated
their departing and arriving airports, and the
study includes a total of more than 24, 200
evaluations. The study was fielded between January
and December 2009. For more information, view
airport ratings or read an article on JDPower.com.
Source: J.D. Power and Associates 2009 North
America Hotel Guest Satisfaction Index Study
and J.D. Power and Associates 2009 Rental Car
County Airport Authority CEO Lester Robinson Comments
on the Results of the JD Power & Associates
2010 Airport Satisfaction Study
are pleased and honored to be acknowledged in
this way by JD Power and Associates and the customers
who travel through Detroit Metropolitan Airport,”
said Wayne County Airport Authority CEO Lester
Robinson. “We continually track customer
satisfaction and focus our resources on those
areas which are important to passengers.”
“Even on snowy days, two clean, pleasant
and efficient new terminals with fun shops and
restaurants, and a powerful airfield help to make
Detroit a reliable connecting hub and provide
a welcoming environment for business or leisure
“Much of the credit goes to our airline
partners who have committed themselves to improve
on-time performance and luggage handling as well
as our Travelers Aid volunteers who work so hard
on the front lines every day to help make the
travel experience in Detroit as pleasant as possible.
These results also indicate that the TSA here
in Detroit is doing a good job keeping flights
safe while treating our customers with respect
and dignity. This award encourages us to work
even harder to improve customer satisfaction and
to exceed passenger expectations in the future.”
Wayne County Executive Robert Ficano, who appointed
four of the Airport Authority's seven Board Members,
was pleased with this news.
"Detroit Metropolitan Airport provides a
tremendous boost to our local economy in terms
of jobs and demand for goods and services,"
said Executive Ficano. "It is important that
this facility continue to meet and exceed customer
expectations and play to its role as a powerful
anchor in the Detroit Region Aerotropolis."
Wayne County Airport Authority
Souce: J.D. Power and
Associates 2010 North America Airport Satisfaction Study
Metro Airport's North Terminal Named 'Build Michigan' Winner
BY GLORIA RZUCIDLO / ©AMERICAJR.com
Southwest Airlines plane approaches gate D23 at the North Terminal.
DETROIT -- The Associated General Contractors
of Michigan has bestowed its highest honor, a Build Michigan
Award, on the North Terminal at Detroit Metropolitan Airport.
Members of the project team -- the Wayne County Airport Authority,
construction managers Walbridge and Barton Malow, and architects
Gensler and Ghafari -- were recognized at the conferral ceremony,
January 29, at the Westin Book Cadillac Hotel, Detroit.
great to see the North Terminal receive the recognition it deserves,"
said Wayne County Executive Robert Ficano. "It's an important
element in anchoring the Detroit Region Aerotropolis to create
the jobs and prosperity of the future."
of the first airport complexes fully designed and constructed
post-9/11, the 26-gate, 850,000 square foot North Terminal can
accommodate 14 million passengers annually. The linear footprint
creates a faster, more efficient path for taxiing aircraft,
which conserves fuel, reduces environmental emissions, and saves
time for travelers. Natural daylight, bright color, and dramatic
lighting enhance the passenger experience and impression of
the facility. Built within a budget of $431 million, the North
Terminal establishes a new benchmark for value-conscious airport
work included a multi-airline terminal, Federal Inspection Services
(FIS) for international flights, baggage handling, hydrant fueling
system, and apron replacement. Additionally, the team created
an enclosed skywalk between the terminal and a parking garage,
and a ground transportation center for commercial traffic, to
leave the curbside for passenger vehicles.
extend our thanks to the local contracting community, which
understood the significance of this work, and was committed
to excellence throughout," said Barton Malow Project Executive
was pleased to contribute our innovations to this project,"
added Walbridge Chairman and CEO John Rakolta, Jr. "The
North Terminal team not only achieved ambitious goals in costs,
logistics, and deadlines, it has enhanced the role of Detroit
Metro Airport as a world-class gateway to the Metro Detroit
County Airport Authority CEO Lester Robinson summed up the meaning
of the Build Michigan honor and the importance of the new facility.
"The North Terminal at Detroit Metro Airport is a shining
example of how to achieve more with less," he said. "Working
with a very modest budget and a tight set of design limitations,
the project team created a facility that satisfied the bookkeepers,
provides an ultra-efficient operating environment for airlines,
incorporates a number of eco-friendly features, and -- most
importantly -- delights Detroit travelers and visitors to our
region. You can't ask for much more than that!"
Detroit Metropolitan Airport and the Wayne County Airport Authority
more than 30 million passengers this year -- more than three
times the population of the State of Michigan -- Detroit Metropolitan
Airport (DTW) is the state's largest airport and one of the
world's busiest air transportation hubs with more than 1,200
daily flights to more than 160 destinations around the globe.
DTW is also the second-largest hub and primary gateway for Delta
-- the world's largest airline. Wayne County Airport Authority
(WCAA) was established in 2002 by an act of the Michigan State
Legislature as an independent agency responsible for operation
of Detroit Metropolitan Wayne County Airport and Willow Run
plaque unveiled at Detroit Metro Airport honors past heroes