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North America Airports Set Record for Passenger Satisfaction Amid Surging Passenger Volumes and Ongoing Construction Projects, J.D

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North America Airports Set Record for Passenger Satisfaction Amid Surging Passenger Volumes and Ongoing Construction Projects, J.D North America Airports Set Record for Passenger Satisfaction Amid Surging Passenger Volumes and Ongoing Construction Projects, J.D. Power Finds Airports in Las Vegas, Orlando, Orange County and Buffalo Rank Highest in Respective Segments COSTA MESA, Calif.: 19 Sept. 2018 — North America airports have managed to shrug off the potentially disruptive effects of record passenger volumes and massive construction projects to achieve a record high in overall passenger satisfaction. According to the J.D. Power 2018 North America Airport Satisfaction Study,SM released today, across-the-board improvements in five factors: check-in; food, beverage and retail; accessibility; terminal facilities; and baggage claim helped drive overall passenger satisfaction to 761 (on a 1,000-point scale), 12 points higher than last year’s study. “North America airports have been doing a tremendous job managing passenger volume, adding amenities, and keeping travelers moving despite some noteworthy challenges, but they will be put to the true test over the next few years,” said Michael Taylor, Travel Practice Lead at J.D. Power. “Several multi-billion- dollar airport construction projects—such as those in Boston, Los Angeles and Chicago—are reaching phases in which passenger disruption and increased traffic will be incredibly hard to avoid. How well these rapidly expanding airports manage throughout these infrastructure projects will provide valuable insight into what’s in store on a nationwide basis.” Following are some of the key findings of the 2018 study: • Overall satisfaction reaches all-time high: Overall customer satisfaction scores reach an all-time high of 761, which is up 12 points from last year’s previous record high. Improvement is driven primarily by a 17-point increase in satisfaction with food, beverage and retail, and an 18-point increase in satisfaction with security check. • Better airport/TSA communication improves security check satisfaction: The 18-point increase in passenger satisfaction with the security check process is largely attributable to improved communication and cooperation between airport and TSA staff, with leading airports working closely with TSA to align security staffing levels with airport load factors. • Outsmarting human nature: The highest-scoring component of the airport experience is check- in/baggage check, which has been rising consistently since airports began implementing self- service kiosks and bag tagging. This removes the passenger frustration of waiting for someone else to facilitate a process, reduces lines and allows passengers to move at their own pace. Airport Satisfaction Rankings Las Vegas McCarran International Airport and Orlando International Airport rank highest, in a tie, in passenger satisfaction among mega airports, each with a score of 781. Detroit Metropolitan Wayne County Airport (775) ranks third and Denver International Airport (771) ranks fourth. John Wayne Airport, Orange County ranks highest among large airports, with a score of 815. Dallas Love Field (810) ranks second and Portland (Ore.) International Airport (804) ranks third. Buffalo Niagara International Airport ranks highest among medium airports, with a score of 814. Indianapolis International Airport (811) ranks second and Fort Myers/Southwest Florida International (810) ranks third. The 2018 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North America airports by examining six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail. Now in its 13th year, the study is based on responses from 40,183 North America travelers who traveled through at least one domestic airport and covers 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 September 2017 through September 2018. 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/2018050. 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/business/about-us/press- release-info # # # NOTE: Three charts follow. Year / Project / Study Name J.D. Power 2018 North America Airport Satisfaction StudySM Mega Airport Ranking JDPower.com Power Circle RatingsTM (Based on a 1,000-point scale) for consumers: Las Vegas McCarran International Airport 781 Orlando International Airport 781 Detroit Metropolitan Wayne County Airport 775 Denver International Airport 771 Dallas/Fort Worth International Airport 770 Hartsfield-Jackson Atlanta International Airport 769 Houston George Bush Intercontinental Airport 769 Minneapolis-Saint Paul International Airport 767 Phoenix Sky Harbor International Airport 765 San Francisco International Airport 763 Charlotte Douglas International Airport 761 Toronto Pearson International Airport 761 Mega Airport Segment Average 758 Seattle-Tacoma International Airport 756 New York John F. Kennedy International Airport 752 Miami International Airport 750 Boston Logan International Airport 747 Chicago O’Hare International Airport 735 Los Angeles International Airport 735 Newark Liberty International Airport 701 Power Circle Ratings Legend Among the best Better than most About average The rest Source: J.D. Power 2018 North America Airport Satisfaction StudySM 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. Year / Project / Study Name J.D. Power 2018 North America Airport Satisfaction StudySM Large Airport Ranking JDPower.com Power Circle RatingsTM (Based on a 1,000-point scale) for consumers: John Wayne Airport, Orange County 815 Dallas Love Field 810 Portland (Ore.) International Airport 804 Nashville International Airport 802 Tampa International Airport 799 Vancouver International Airport 781 San Diego International Airport 776 Montréal-Pierre Elliott Trudeau International Airport 774 Austin-Bergstrom International Airport 772 William P. Hobby Airport 768 Salt Lake City International Airport 768 Chicago Midway International Airport 763 Large Airport Segment Average 760 Baltimore Washington International 759 Ronald Reagan Washington National Airport 759 Calgary International Airport 756 Lambert-St. Louis International Airport 753 Washington Dulles International Airport 751 Oakland International Airport 749 Fort Lauderdale-Hollywood International Airport 744 Louis Armstrong New Orleans International Airport 743 Honolulu International Airport 736 Philadelphia International Airport 736 Kansas City International Airport 733 New York LaGuardia Airport 678 Power Circle Ratings Legend Among the best Better than most About average The rest Source: J.D. Power 2018 North America Airport Satisfaction StudySM 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. Year / Project / Study Name J.D. Power 2018 North America Airport Satisfaction StudySM Medium Airport Ranking JDPower.com Power Circle RatingsTM (Based on a 1,000-point scale) for consumers: Buffalo Niagara International Airport 814 Indianapolis International Airport 811 Southwest Florida International Airport 810 Sacramento International Airport 805 Cincinnati/Northern Kentucky International Airport 804 Jacksonville International Airport 803 Pittsburgh International Airport 801 Albuquerque International Sunport 797 John Glenn Columbus International Airport 789 Medium Airport Segment Average 789 Hollywood Burbank Airport 788 Raleigh-Durham International Airport 787 Eppley Airfield 786 Palm Beach International Airport 785 San Antonio International Airport 785 Ted Stevens Anchorage International Airport 784 Ontario International Airport 783 Bradley International Airport 782 General Mitchell International Airport 778 Cleveland Hopkins International Airport 769 San Jose International Airport 767 Kahului Airport 757 Power Circle Ratings Legend Among the best Better than most About average The rest Source: J.D. Power 2018 North America Airport Satisfaction StudySM 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. .
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