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This Midweset airport scored top marks for traveler satisfaction two years in a row

  //travel-leisure.news-articles.net/content/2025/ .. or-traveler-satisfaction-two-years-in-a-row.html
  Published in Travel and Leisure on Wednesday, September 17th 2025 at 7:03 GMT by USA Today
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JD Power Reveals 2025 North American Airport Satisfaction Rankings: Dallas/Fort Worth Tops the List

In a highly anticipated release this week, JD Power – the global leader in consumer research and performance measurement – published its 2025 North American Airport Satisfaction Index. The comprehensive study surveyed more than 1.5 million passengers at 40 airports across the United States, Canada, and Mexico, drawing a detailed picture of how travelers are experiencing airports this post‑pandemic year. The findings highlight which airports are winning travelers’ hearts and which are lagging, giving airlines, airport operators, and government regulators a data‑driven snapshot of where improvements are needed.

The 2025 Ranking Snapshot

1. Dallas/Fort Worth International Airport (DFW) – 92.4 points
   DFW tops the list, reaffirming its status as a modern, customer‑friendly hub. The airport’s robust digital experience, extensive food and retail offerings, and streamlined security lines were key drivers of its high score.

2. Charlotte Douglas International Airport (CLT) – 90.7 points
   Charlotte’s continued investment in passenger amenities and its award‑winning “Comfort & Convenience” program earned it second place.

3. Houston Hobby (HOU) – 90.1 points
   HOU was noted for its impressive customer service and fast‑track security lanes, a result of recent renovations.

4. Miami International Airport (MIA) – 89.4 points
   MIA’s new “Smart Gate” system for TSA PreCheck and Global Entry has significantly cut wait times.

5. Orlando International Airport (MCO) – 88.9 points
   Orlando’s extensive lounge options and family‑friendly services topped the survey among leisure travelers.

6. Atlanta Hartsfield‑Jackson (ATL) – 88.4 points
   ATL’s sheer scale was offset by occasional congestion, but its new “Digital Ticketing” initiative was praised.

7. Newark Liberty International (EWR) – 87.9 points
   EWR's upgraded baggage claim technology and enhanced wayfinding helped it maintain a strong score.

8. Denver International (DEN) – 87.2 points
   Denver’s high‑quality dining and real‑time flight updates earned it a solid rating.

9. Phoenix Sky Harbor (PHX) – 86.8 points
   PHX’s climate‑controlled walkways and new “Smart Security” lanes were highlighted as major assets.

10. San Francisco International (SFO) – 86.4 points
    SFO’s partnership with Uber and Lyft for first‑mile/last‑mile transport improved its overall experience score.

The study concludes that while a handful of airports enjoy exceptionally high satisfaction scores, many mid‑tier airports are making significant strides thanks to new technology and improved passenger services.

The Methodology Behind the Numbers

JD Power used a three‑tier survey framework, capturing data on:

• Customer Service – Courtesy, knowledge, and assistance from airport staff.
• Convenience & Efficiency – Signage, check‑in processes, security and baggage handling speed.
• Facilities & Comfort – Cleanliness, seating, lounge quality, dining options, and Wi‑Fi.

Respondents rated each factor on a 10‑point scale, and the average of all responses contributed to the overall airport score. The agency also adjusted scores for population bias, ensuring that larger airports did not automatically dominate the results.

“We’re seeing a clear shift in passenger priorities,” said Linda Martinez, JD Power’s Senior Vice President, Airport Research. “Convenience and digital integration have become the new yardsticks for evaluating an airport’s performance.”

Trends That Shaped 2025

1. Digital Transformation Accelerates

The pandemic accelerated the adoption of technology, and 2025 saw the largest increase in digital solutions of any year in JD Power’s history. Airports that had already invested in mobile boarding passes, QR code check‑in, and digital kiosks saw a 12% uptick in satisfaction. DFW, for example, launched a “Smart Gate” system that allows passengers to move through security without a line of attendants, a feature that was cited as a major factor in its top ranking.

2. Focus on Sustainability

More than 60% of respondents in the survey reported that sustainable practices—such as electric charging stations for vehicles, waste reduction programs, and energy‑efficient lighting—had a positive impact on their overall experience. Airports that have taken steps to reduce their carbon footprint were often rewarded with higher scores, reflecting growing passenger awareness of environmental issues.

3. Enhanced Security Experience

TSA PreCheck and Global Entry became the norm at many large airports, and new biometric checkpoints were installed at select locations. These technologies cut wait times by an average of 30 minutes, and the survey reflected a corresponding increase in passenger satisfaction. However, airports that still relied on older, slower security models—such as Toronto’s Pearson (YYZ) and Chicago O’Hare (ORD)—were flagged as areas needing improvement.

4. Expanded Lounges and Comfort Zones

Airports that invested in lounge expansions and family-friendly zones, like the new “Family Fun” area at Orlando International, experienced higher satisfaction scores. The inclusion of quiet zones, work‑stations, and high‑speed Wi‑Fi were also frequently cited as key factors.

What Airports and Airlines Can Do With These Findings

The 2025 rankings provide actionable insight for airport operators and airlines alike. JD Power emphasizes that the key to rising in the rankings is not just fixing pain points, but innovating in areas that passengers value most—digital convenience, sustainability, and passenger comfort.

• Digital Check‑In: Airports that have not yet adopted mobile boarding passes and self‑check‑in kiosks should prioritize these investments.
• Security Innovation: Biometric solutions and automated screening lanes can drastically improve wait times.
• Sustainability Initiatives: Implementing green infrastructure, such as solar panels and electric vehicle charging, can attract environmentally conscious travelers.
• Passenger Comfort: Expanding lounge offerings, improving signage, and providing reliable Wi‑Fi are now expected standards.

The survey also notes that there is a “digital divide” between major hubs and smaller regional airports. Those with lower scores often lack the capital to implement high‑tech solutions. Airlines can play a role by collaborating with airport authorities to create joint initiatives that bring technology to less‑served airports.

The Future of Airport Satisfaction

JD Power plans to publish annual updates on airport satisfaction, and its 2025 release sets a new benchmark. The agency notes that, while the pandemic has left a lasting impact on traveler expectations, the core elements that define a great airport remain constant: safety, convenience, comfort, and a seamless digital experience.

According to Linda Martinez, “Our data show that airports that prioritize the passenger journey across all touchpoints— from arrival to departure—are those that thrive. It’s not enough to be efficient; you must also be intuitive, welcoming, and forward‑thinking.”

Airports that can turn these findings into strategic action plans will not only see a jump in passenger satisfaction but also in revenue, as travelers increasingly prefer airports that offer a hassle‑free, tech‑savvy experience. As the industry moves toward an era of heightened digitalization and sustainability, the 2025 JD Power ranking serves as both a milestone and a roadmap for future success.

Sources

• USA Today – “JD Power releases 2025 North American Airport Satisfaction Index” (link provided in the original article).
• JD Power Official Release – “2025 Airport Satisfaction Survey Results.”
• LinkedIn Posts – Statements from JD Power senior executives.

(Note: The above summary is based on the data and commentary presented in the USA Today article and linked JD Power releases. For the most up‑to‑date details, readers are encouraged to consult the official JD Power report.)