Key Findings from the 2025 North America Airport Satisfaction Study
A recent survey conducted by data analysts J.D. Power has revealed that despite challenges such as long lines and record passenger numbers, travelers in North America are expressing higher levels of satisfaction with their airport experiences. The study, now in its 20th year, assessed airports across three categories: mega, large, and medium, based on passenger volume.
Overall, the average satisfaction score for North American airports increased by 10 points, reaching 619 out of a possible 1,000. This improvement was attributed to enhancements in food, beverage, and retail offerings, as well as smoother travel experiences through the airports.
Top Performing Airports in Each Category
In the mega airport category, which includes facilities handling over 33 million passengers annually, Minneapolis-Saint Paul International Airport (MSP) retained its position as the top performer with a score of 660. According to Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power, MSP’s success can be attributed to excellent access, clear signage, friendly staff, and a strong Food, Beverage, and Retail program.
For the large airport category, John Wayne Airport in Orange County came out on top. Taylor noted that many airports in this category have seen improvements, with 21 out of 27 scoring higher than in 2024. He pointed to ongoing long-term improvement projects as a key factor behind this trend.
In the medium airport category, Indianapolis International Airport maintained its position as the highest scorer. This is the second consecutive year that Indianapolis has topped the list, highlighting consistent performance and positive traveler feedback.
Changing Traveler Priorities
The survey highlights a shift in what travelers value most when assessing an airport. While air travel basics remain largely unchanged, priorities have evolved, with food, beverage, and retail options now playing a crucial role in determining whether an airport is considered “great.”
Airports that incorporate local food trends and create a sense of place have seen significant improvements in satisfaction scores. On average, these airports saw an increase of 190 points. However, other factors such as ease of travel, trust in the airport, terminal facilities, staff interaction, and arrival/departure experiences also contribute to overall satisfaction.
Notable Improvements and Challenges
While the majority of airports saw improvements, some experienced declines. Minneapolis-Saint Paul International Airport dropped 11 points to 660, but it still remains the top-performing airport in the mega category. Meanwhile, Newark Liberty International Airport, which ranked last in the mega category in 2024, improved its score by 13 points to 565. Despite this progress, Taylor noted that Newark’s access scores remain low, hampered by traffic issues around the airport.
Other airports, such as O’Hare International Airport (ORD) and Seattle-Tacoma International Airport (SEA), continued to struggle, ranking among the least satisfying in the mega category.
Future Outlook
Taylor emphasized that the rise in satisfaction scores demonstrates the impact of extensive airport improvement projects, which have cost hundreds of billions of dollars. While these projects take time to complete, he believes they are making a tangible difference for travelers.
“Although it takes time, the industry is moving in a positive direction,” Taylor said. “Scores will likely continue to improve as more projects come to fruition.”
Top and Bottom Performing Mega Airports
Here are the top and bottom performers in the mega airport category:
Most Satisfying Mega Airports
- Minneapolis-Saint Paul International Airport (MSP) – 660
- Detroit Metropolitan Wayne County Airport (DTW) – 649
- Phoenix Sky Harbor International Airport (PHX) – 634
- John F. Kennedy International Airport (JFK) – 620
- Dallas/Fort Worth International Airport (DFW) – 619
Least Satisfying Mega Airports
- O’Hare International Airport (ORD) – 586
- Seattle-Tacoma International Airport (SEA) – 583
- Toronto Pearson International Airport (YYZ) – 567
- Newark Liberty International Airport (EWR) – 565
- Charlotte Douglas International Airport (CLT) – 581
As the aviation industry continues to invest in infrastructure and services, the focus on enhancing the traveler experience remains a priority. With ongoing improvements and a growing emphasis on local culture and convenience, North American airports are steadily becoming more satisfying destinations for flyers.
