Dive Brief:
- Travelers recognized Gerald R. Ford International Airport in Grand Rapids, Michigan, and Greenville-Spartanburg International Airport in Greer, South Carolina, as the top airports in North America across five categories, according to awards Airports Council International World released Monday. The trade association of airports based its findings on nearly 700,000 passenger surveys.
- Both airports are small, with 2 million to 5 million passengers a year. Among the largest airports, those servicing over 40 million a year, Dallas Fort Worth International Airport, Hartsfield-Jackson Atlanta International Airport, and Toronto Pearson International Airport had the highest customer satisfaction scores.
- “At the core, these airports listen to their customers using customer feedback tools and actively respond to their needs, creating an environment where passengers feel valued and well taken care of,” an ACI World spokesperson said via email.
Dive Insight:
A traveler’s airport experience can be just as important as the flight experience itself. As customer expectations continue to rise, airports are under pressure to innovate and enhance their offerings.
The airport trade association, in partnership with travel technology company Amadeus, named the top airports based on customer satisfaction with airport staff, ease, entertainment and enjoyment, cleanliness and arrival experience.
The top airports “excel at managing the key drivers of passenger satisfaction, while engaging their employees in delivering exceptional experience,” the ACI World spokesperson said. “These airports understand that engaged and satisfied employees are key to providing excellent customer service.”
Airports can also be a large source of stress, according to Katy Nastro, a travel expert at Going. Airport CX is as much about mitigating travel anxiety as it is positively adding to the travel experience.
Airports need an efficient layout and adequate signage so travelers can easily make it to their gate before their flight. But airports can also address customers’ more minor needs by providing amenities like ample outlets and charging stations for electronic devices.
“Airports have come a long way,” Nastro said via email. “Premium restaurants, museums or art galleries, design-forward viewing platforms, interactive areas for kids [are] all examples of how airports are providing more of an experience for travelers.”
Indeed, customer satisfaction with airports has improved despite record crowds and rising expectations, according to a 2024 J.D. Power survey.
