What's Most Important to Travelers?

 Air travel is an important part of the journey for many travelers. Why do passengers love going to some airports and dread going to others?

Understanding what pleases the flying public and where their priorities lie are the first steps in creating an outstanding airport experience. Armed with this knowledge, airport managers and administrators can shape the entire customer experience to be as easy, pleasant, and rewarding as possible: from getting to the airport, to checking in, going through security, shopping and eating in the terminal, and getting to the gate.

What does the data tell us is most important to today's air traveler?

By harnessing insights like these from the Voice of the Customer, travel providers can elevate the customer journey and build a more customer-focused culture. 

The J.D. Power North America Airport Satisfaction Study measures passengers’ satisfaction with their airport experience
among mega-, large-, and medium-size airports in North America. The study provides insights that can support industry stakeholders in improving their performance and passengers’ overall airport experience.

The North America Airline Satisfaction Study measures passenger satisfaction among business and leisure travelers of major airline carriers in North America with the entire air travel experience, from reservation to baggage retrieval, based on a recent flight experience. The study is continuously fielded throughout the year.

The 2022 Airline Satisfaction Study publishes on May 11th.  The Airport Study will publish in September 2022.

To learn more about the J.D. Power Travel & Hospitality practice, as well as the individual studies, visit https://www.jdpower.com/business/travel-and-hospitality