JD Power and Associates reports findings on passenger satisfaction
JD Power and Associates released (18-Feb-2010) its 2010 North America Airport Satisfaction Study, finding that finds that the areas with greatest impact on overall passenger satisfaction are speed of baggage delivery; ease of check-in and baggage check; comfort in airport terminals; and the amount of time required for security check. Although technology has revolutionised air travel during the past decade, passenger satisfaction with airports continues to lag behind that of other aspects of the travel industry, largely because passenger expectations of basic needs are not being met consistently.
Detroit Metropolitan Wayne County Airport has been ranked as the airport with the highest customer satisfaction rating for large airports while Newark International Airport has been rated the lowest. [more]