WASHINGTON — All three Washington-area airports moved up on J.D. Power’s new customer satisfaction list, with Reagan National Airport cracking the top 10.
The 11th annual survey ranks large and medium airports in North America on six factors, including terminal facilities; airport accessibility; security check; baggage claim; check-in and baggage check; and food, beverage and retail.
Reagan National ranks No. 9 on this year’s list for satisfaction, up from No. 15 last year, scoring 742 out of a possible 1,000 points, enough to earn a “Better Than Most” score.
BWI Marshall scores 734 points out of 1,000, ranking it No. 15, up from No. 23 last year, with an “About Average” score.
Dulles International Airport is No. 20 on this year’s list with 726 points out of a possible 1,000, giving it an “About Average” score as well. Dulles ranked No. 21 last year.
Portland International Airport ranks No. 1 on this year’s list for customer satisfaction, followed by Tampa International Airport. They are the only two airports to earn the title “Among the Best.”
“Airports are overcoming infrastructure limits by affecting the things they can influence,” said Michael Taylor, director of the airport practice at J.D. Power.
“Airports are successfully applying technology to improve check-in, security screening, and the food, beverage and retail shopping experiences.”
The Washington Metropolitan Airports Authority in particular has been investing heavily in improving restaurant and retail offerings at Reagan National and Dulles.
Over the past 2 1/2 years, the two airports have added more than 120 new restaurants and retailers — many of them with local flavor, such as &pizza, District Chophouse, Chef Geoff’s, Ben’s Chili Bowl, Mike Isabella’s Kapnos Taverna and Cava Mezze Grill.
Dulles also is getting a Redskins-themed restaurant called Burgundy and Gold.
“Offering local flavor and local design elements unique to the area provides a sense of place,” said Taylor, citing similar efforts at Portland International and Miami International.
At the bottom of this year’s satisfaction list are Philadelphia International Airport, Newark Liberty International and New York LaGuardia.
See the full 2016 J.D. Power Airport Satisfaction list.
