North American Effectively Navigating Construction, Capacity Challenges, J.D. Power Finds

Orlando, Orange County and Sacramento Rank Highest in Respective Segments

COSTA MESA, Calif.: 21 Sept. 2017 — Overall passenger satisfaction with North American airports has reached an all-time high, as airports of every size have found creative ways to address the challenges of constant construction projects and increased passenger capacity demand. That’s the finding of the J.D. Power 2017 North America Satisfaction Study,SM released today.

“Capacity has become a huge challenge for North American airports, with many reporting 100% of available parking spots being filled and large airports, such as Orlando International, setting passenger volume records each month for more than three years straight,” said Michael Taylor, Travel Practice Lead at J.D. Power. “Despite these difficulties, airports are responding with new technology and old- fashioned personal skills to win over harried travelers. These range from smartphone apps that tell travelers where to find a parking spot to therapy dogs—and in one case, a therapy pig—mingling with travelers to relieve stress and improve the overall airport experience.”

Following are some of the key findings of the study:

 Overall satisfaction reaches all-time high: Overall customer satisfaction scores have reached an all-time high of 749 (on a 1,000-point scale), which is up 18 points from last year’s all-time high. Improvement is driven primarily by a 25-point increase in satisfaction with security check, thanks largely to fewer TSA staffing issues this year, and gains in two factors: check-in/baggage check (+19 points) and food, beverage, and retail (+15 points). Self-service bag-check kiosks and other bag- tagging technologies have played a significant role in improving the baggage check process.

 Tech investment helps overcome logistical hurdles: With nearly every airport in the country dealing with challenges of high passenger capacity and ongoing construction projects to address increased demand, technology is helping to directly address these issues. For example, Sacramento International Airport has developed a smartphone app that tells travelers where they can find a parking spot, and virtually every airport in the country has invested heavily in improving phone- charging stations and internet access in their terminals.

 Dogs, horses and pigs! Oh, my!: Many airports have also found success in improving customer satisfaction through creative use of high-touch traveler outreach initiatives. Phoenix Sky Harbor, for example, deploys a team of therapy dogs for passengers to pet while they wait to board; San Francisco International features a pet therapy pig that roams the terminal looking for pets and selfies; and Cincinnati/Northern Kentucky Airport has more than 30 stress-relieving ponies on staff with which travelers can interact.

 Big city construction projects remain obstacle to satisfaction: Despite the most creative efforts to address traveler frustration, major city airports that are in the thick of massive construction efforts—notably Newark Liberty, LaGuardia, International and Chicago O’Hare—are

still fighting the headwinds of traveler disruption and access challenges that are handicapping their overall satisfaction scores.

“The trifecta of a steadily improving economy, record passenger volume and billion-dollar renovation projects unfolding in airports across the country has created a challenging environment for customer satisfaction,” Taylor added. “The fact that many airports are overcoming those challenges is incredibly instructive for the industry as it remodels and improves airport infrastructure.”

Airport Satisfaction Rankings Orlando International Airport ranks highest in satisfaction among mega airports, with a score of 778. Detroit Metropolitan Wayne County Airport (767) ranks second, and McCarran International Airport (765) ranks third.

John Wayne Airport (in Orange County, Calif.) ranks highest among large airports, with a score of 796. Tampa International Airport (795) ranks second, and (790) ranks third.

Sacramento International Airport ranks highest among medium airports, with a score of 810. Indianapolis International Airport (807) ranks second, and Ted Stevens Anchorage International Airport (806) ranks third.

The 2017 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North American airports by examining six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; food, beverage and retail.

Now in its 12th year, the study is based on responses from 34,695 North American travelers who traveled through at least one domestic airport with both departure and arrival experiences (including connecting airports) during the past three months. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from January through August 2017.

For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/resource/north-america-airport-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2017161.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.

Media Relations Contacts Geno Effler; Costa Mesa, Calif.; 714-621-6224; [email protected] John Roderick; St. James, N.Y.; 631-584-2200; [email protected]

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info

# # # NOTE: Three charts follow. J.D. Power 2017 North America Airport Satisfaction StudySM Mega Airport Ranking JDPower.com (Based on a 1,000-point scale) Power Circle RatingsTM for consumers: 600 650 700 750 800 850

Orlando International Airport 778

Detroit Metropolitan Wayne County Airport 767

McCarran International Airport 765

Phoenix Sky Harbor International Airport 765

Denver International Airport 763

Charlotte/Douglas International Airport 762

Minneapolis-Saint Paul International Airport/Wold-Chamberlain 762

Dallas/Fort Worth International Airport 758

San Francisco International Airport 757

Seattle-Tacoma International Airport 754

George Bush Intercontinental Airport 752

Miami International Airport 749

Hartsfield-Jackson Atlanta International Airport 747

Mega Airport Average 746

Logan International Airport 733

John F. Kennedy International Airport 727

O'Hare International Airport 723

Los Angeles International Airport 712

Newark Liberty International Airport 686

Power Circle Ratings Legend Among the best Better than most About average Source: J.D. Power 2017 North America Airport Satisfaction StudySM The rest

Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power 2017 North America Airport Satisfaction StudySM Large Airport Ranking JDPower.com (Based on a 1,000-point scale) Power Circle RatingsTM for consumers: 600 650 700 750 800 850

John Wayne Airport 796 Tampa International Airport 795 Dallas Love Field 790 Nashville International Airport 788 Portland International Airport 783 Austin-Bergstrom International Airport 774 William P. Hobby Airport 765 International Airport 757 Ronald Reagan Washington National Airport 755 International Airport 754 Baltimore-Washington International Thurgood Marshall Airport 753 Chicago Midway International Airport 750 Large Airport Average 745 Washington Dulles International Airport 744 Louis Armstrong New Orleans International Airport 743 Kansas City International Airport 742 Oakland International Airport 742 Lambert-St. Louis International Airport 738 Honolulu International Airport 727 Fort Lauderdale-Hollywood International Airport 720 Philadelphia International Airport 715 LaGuardia Airport 654

Power Circle Ratings Legend Among the best Better than most About average Source: J.D. Power 2017 North America Airport Satisfaction StudySM The rest Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.

J.D. Power 2017 North America Airport Satisfaction StudySM Medium Airport Ranking JDPower.com (Based on a 1,000-point scale) Power Circle RatingsTM for consumers: 600 650 700 750 800 850

Sacramento International Airport 810 Indianapolis International Airport 807 Ted Stevens Anchorage International Airport 806 Jacksonville International Airport 797 Palm Beach International Airport 796 Southwest Florida International Airport 795 Pittsburgh International Airport 792 Raleigh-Durham International Airport 789 Buffalo Niagara International Airport 782 Ontario International Airport 782 Cincinnati/Northern Kentucky International Airport 781 Medium Airport Average 781 Albuquerque International Sunport 780 General Mitchell International Airport 779 Hollywood Burbank Airport (formerly Bob Hope Airport) 779 San Jose International Airport 770 John Glenn Columbus International Airport (formerly Port Columbus) 767 Eppley Airfield 765 San Antonio International Airport 761 Kahului Airport 758 Cleveland Hopkins International Airport 754 Bradley International Airport 742

Power Circle Ratings Legend Among the best Better than most About average Source: J.D. Power 2017 North America Airport Satisfaction StudySM The rest

Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this release or J.D. Power survey results without the express prior written consent of J.D. Power.