For the fourth time in five years, the Indianapolis International Airport (IND) has earned the highest recognition from J.D. Power for customer satisfaction for medium-sized airports in North America.

Every year, J.D. Power performs its North American Airport Satisfaction Survey. The Indianapolis International Airport has earned the top spot five times, three of them in the past four years.

“We hear it from travelers all the time; IND is their favorite airport – and there is a lot of care and effort from so many people that goes into delivering that kind of consistently superior customer service. We can’t help but be proud of our frontline employees and partners who strive each day to create that experience.” – Mario Rodriguez, Indianapolis Airport Authority executive director.

The survey analyzes six categories to measure customer satisfaction with airport passenger experience, including arrival/departure (getting to and leaving the airport), check-in/bag check, security check, terminal facilities (concourses, lounge offerings, signage, restrooms, and gate areas), and baggage claim. IND received an overall score of 842 out of 1,000, the highest in the medium-sized airport category.

The IND airport is no stranger to awards. For ten years straight, the airport has been awarded the title of Best Airport In North America by the Airports Council International – North America.

This award comes simply from customer feedback and satisfaction. Mario Rodriguez added,

“We strive for the Indy airport to be the epitome of Hoosier Hospitality, and that makes a profound impact on the overall traveler experience to our community.”

IAA Board President Barbara Glass added,

“We’ve weathered through so much over the past two years, and yet our employees and partners kept their focus on doing what it takes to be the very best. That speaks volumes to the diligence and sincerity of the people who work here and deliver their best day after day, and year over year.”

J.D. Power’s results were released today, and overall, satisfaction is down 25 points on a 1,000-point scale. This is because travel in North America has rebounded quickly, and airlines have been unable to balance passenger and personnel growth, leading to operational disruptions.

““The combination of pent-up demand for air travel, the nationwide labor shortage and steadily rising prices on everything from jet fuel to a bottle of water have created a scenario in which airports are extremely crowded and passengers are increasingly frustrated—and it is likely to continue through 2023. In some ways, this is a return to normal as larger crowds at airports tend to make travelers more frazzled, but in cases where parking lots are over capacity, gates are standing room only and restaurants and bars are not even open to offer some reprieve, it is clear that increased capacity in airports can’t come soon enough.” – Michael Taylor, Travel Intelligence Lead, J.D. Power

This year’s study found three key things; crowds have returned to pre-pandemic levels, and 58% of those surveyed felt that airports are too crowded, inflation has hit the airports hard, and there is nowhere to park.

DEN Airport terminal

Overall airport passenger satisfaction is low this year. Photo: Lukas Souza | Simple Flying

Almost 25% of those surveyed said they avoided food and beverage purchases at the airport because of high prices. Passengers are also experiencing difficulties with parking, finding fewer spots, and higher costs.

More information about the study can be found here.


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