J.D. Power: Passenger satisfaction rises at North American airports despite record volumes

 

Passenger satisfaction at North American airports is improving despite record travel volumes, according to the 2025 J.D. Power North America Airport Satisfaction Study. The research shows overall satisfaction scores have risen by 10 points (on a 1,000-point scale), with capital improvements and the integration of local food and retail offerings playing a major role.

Over 10 million passengers passed through TSA checkpoints during Labor Day weekend 2025, setting a new record for U.S. and Canadian air travel. Despite crowded terminals, delays, and higher prices, travellers are reporting better airport experiences.

“While the annual growth rate in passenger volume seems to be leveling off, we’re still seeing record numbers of travelers pass through the nation’s airports, and, for the most part, they are enjoying the experience,” said Michael Taylor, Managing Director of Travel, Hospitality and Retail at J.D. Power. “A big part of this recent increase in passenger satisfaction is due to recently completed improvements in many airport facilities themselves. A few big capital improvement projects have now been completed and many more are underway or about to break ground.  A decades long trend of bringing unique, local flavor to the passenger experience has positively impacted the airport experience with these local touches having a major influence on passenger satisfaction.”

Key findings of the 2025 study

• Record volumes, higher satisfaction: Scores rose across all airport categories – up 8 points at mega airports, 10 points at medium airports, and 15 points at large airports.
• Local flavors drive satisfaction: Food, beverage, and retail programs improved by 14 points year-on-year, with travellers responding positively to authentic local brands.
• Spending linked to experience: Passengers rating their journey as “perfect” spent an average of $42.39 in the terminal, $16.54 more than those rating it as “just OK.”
• Security wait differences: 56% of passengers at medium airports and 50% at large airports cleared security in 10 minutes or less. At mega airports, however, 23% spent over 21 minutes.
• Sense of place matters: Airports that successfully create a genuine sense of location see satisfaction scores improve by an average of 190 points.

Airport rankings 2025

• Mega airports: Minneapolis-Saint Paul International (660) ranks first for the second year, followed by Detroit Metropolitan Wayne County (649) and Phoenix Sky Harbor (634).
• Large airports: John Wayne Airport, Orange County (730) leads for the second year, ahead of Tampa International (709) and Dallas Love Field (705).
• Medium airports: Indianapolis International (713) takes the top spot for the fourth year running, followed by Ontario International (709) and Buffalo Niagara International (698).

Now in its 20th year, the J.D. Power study evaluates airports across seven core dimensions: ease of travel, trust, facilities, staff, departure experience, food and retail, and arrival experience. The 2025 report is based on 30,439 surveys collected between July 2024 and July 2025 from U.S. and Canadian passengers.

The findings show that as capital improvements continue and airports further localize their offerings, North American hubs are finding ways to balance record volumes with enhanced traveller experiences – setting a new benchmark for the industry.

Tags: Michael Taylor,  J.D. Power.