DFW airport ranked highest in customer satisfaction survey

By: Associated Press - | Saturday, June 2, 2007 7:45 PM PDT ∞

WESTLAKE VILLAGE, Calif. -- Dallas/Fort Worth International Airport ranked highest in overall customer satisfaction among large airports in an annual survey, followed closely by Detroit Metropolitan Wayne County and Hartsfield-Jackson Atlanta.

The annual survey by the California-based J.D. Power and Associates, now in its seventh year, is an Internet-based study using responses from more than 10,200 passengers who took a flight between May 2006 and April 2007. It measures customer satisfaction at large airports (30 million passengers annually or more); medium airports (10-30 million) and small airports (fewer than 10 million).

Kansas City International ranked highest among medium-size airports, followed by Sacramento in California and LaGuardia in New York. Among small airports, Houston Hobby ranked highest for a second consecutive year, followed by Dallas Love Field and San Antonio International.

Other key findings from the study:

-Overall customer satisfaction levels flattened in 2007, after climbing steadily between 2002 and 2006.

-One in five travelers experienced a flight delay, a 12 percent increase over 2006. Reasons for delays included bad weather - 31 percent; unavailability of aircraft - 20 percent, and mechanical problems, 14 percent.

-The average airport customer spent $11.91 on food and drink. The figure was higher - $14.72 - at small airports.

-In markets served by multiple nearby airports, customers report little difference in overall satisfaction between major airports and neighboring secondary airports, which are smaller and less busy. The study also found that customers in communities served by only one airport are just as satisfied as customers with two or more airports to choose from.

-Seventy-seven percent of those surveyed said they had checked baggage, compared to 67 percent in 2006. Customer satisfaction levels increased for the check-in and baggage check process overall in 2007 compared with 2006. But satisfaction with baggage claim declined, particularly at large airports. Average wait time for claiming baggage slightly increased, from 17.3 minutes to 18 minutes.

The study found that wait times are a key determinant of airport customer satisfaction. On average, passengers tolerate wait times up to 17 minutes before satisfaction drops to below-average levels.

"While some waiting is unavoidable in airport travel, several airports have employed innovative methods to reduce wait times and manage customer expectations," said Jim Gaz, senior director of travel and entertainment for J.D. Power. "For example, Hartsfield-Jackson Atlanta International manages customer expectations by giving passengers the opportunity to review wait times on its Web site and to sign up for electronic updates. These efforts go a long way in enhancing the experience and changing attitudes of customers who generally find air travel inconvenient and stressful."

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