Indy Airport nabs sixth J.D. Power award
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Indianapolis International Airport is once again at the top of the J.D. Power North America Airport Satisfaction Survey for medium-sized airports. It is the fourth time in the last five years the airport has earned the distinction and the sixth time overall.
The survey measures customer satisfaction based on feedback in six areas: airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail.
The Indy airport received an overall customer satisfaction score of 843 out of 1,000, which is the highest in the medium-sized airport category.
“This award demonstrates the dedication of our team and airport business partners to the community,” Indianapolis Airport Authority Executive Director Mario Rodriguez said in a news release. “The true magic is that our world-class team has a boundless capacity, year after year, to continuously improve the airport customer experience.”
Detroit Metropolitan Wayne County Airport topped the list in the mega airports category, while Tampa International Airport leads the large airports category for the second consecutive year.
Recognition is ranked by J.D. Power based on customer ratings. This year’s study is based on more than 27,000 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport between August 2022 and July 2023.
Michael Taylor, managing director of travel, hospitality and retail at J.D. Power, said while it has not been an easy year for North American airports, capital improvements made at airports and new investments in food, beverage and retail operations have helped them manage an influx of passengers.
“While airports are doing a good job coping with the current issues, there is still more they could do to improve passenger experience while also improving their own bottom lines,” Taylor said. “Happy passengers spend a lot more money at the airport, so ongoing efforts to spread passenger volumes throughout the day and deliver superior service at all customer touchpoints will be critical.”
The Indy airport has put a focus on local options among its concessions at the airport. In a September interview on Inside INdiana Business with Gerry Dick, Director of Concessions and Air Service David Shaw talked about the importance of having local representation.
“This is the people’s airport. When local businesses are featured here in the airport, that’s local jobs,” Shaw said. “That’s local products. It supports families that live here in the city and the state and that’s just so important to us.”
You can view the full results of the J.D. Power Survey by clicking here.