In an annual customer-satisfaction survey, Philadelphia International Airport took top honors in overall customer satisfaction among 18 large airports, followed by Las Vegas and Orlando.
The survey of 21,165 passengers who took round-trip flights between April 2007 and March 2008 was conducted by J.D. Power & Associates, which measures customer satisfaction for many types of businesses. The study was released yesterday.
Philadelphia International performed particularly well in terminal facilities and baggage claim among the nation's largest airports.
Chicago Midway International ranked highest among midsize airports, and Dallas Love Field was No. 1 among small airports. A small airport is defined as having fewer than 10 million passengers a year, a medium airport has 10 million to 30 million, and a large airport has more than 30 million, according to J.D. Power. Sixty airports were in the survey.
Passenger satisfaction with airports in general declined from 2007 because of more flight delays and cutbacks in staff and service. More than one in five passengers reported experiencing a delay.
Passengers were asked about airport accessibility, check-in and baggage, security checks, terminal facilities, food and retail services, and baggage claim.
Satisfaction with airport security checks dropped considerably from 2007 because of lack of "professionalism among security staff" and the "ability of the security check process to make them feel safe," said Jim Gaz, senior director of travel and entertainment at J.D. Power.
City-owned Philadelphia International Airport generates $14 billion in spending for the regional economy and has nearly 34,000 employees.