Essential Drivers of Growing Airport Satisfaction in North America

Factors Contributing to Improved Airport Satisfaction

Travelers are expressing greater satisfaction with their air travel experiences, particularly at airports, according to the J.D. Power 2025 North America Airport Satisfaction Study. This year’s overall passenger satisfaction scores have increased by a notable 10 points on a 1,000-point scale, reflecting a positive shift in traveler perceptions.

Several key factors have contributed to this improvement. Enhanced food, beverage, and retail offerings have played a significant role, especially following the changes brought about by the COVID-19 pandemic. Additionally, the ease of travel through airports has improved, aided by major policy changes from the Transportation Security Administration (TSA) and initiatives such as "Families on the Fly."

The study, now in its 20th year, evaluates passenger satisfaction across mega, large, and medium airports in North America. It assesses experiences based on seven core dimensions: ease of travel through the airport, level of trust with the airport, terminal facilities, airport staff, departure/to airport experience, food, beverage and retail, and arrival/from airport experience.

This year's research was based on over 30,400 surveys conducted with U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport within the past 30 days between July 2024 and July 2025.

Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power, noted that while the annual growth rate in passenger volume is stabilizing, record numbers of travelers continue to pass through airports, and many are enjoying the experience.

Mega airports saw an increase of 8 points in satisfaction, while medium airports rose by 10 points. Large airports experienced the most significant jump, with a 15-point increase.

“A major reason for this recent rise in satisfaction is the completion of improvements in many airport facilities,” said Taylor. “Several large capital improvement projects have been completed, and more are either underway or set to begin soon.”

J.D. Power scores for food, beverage, and retail programs also improved by 14 points year over year across all airport segments. Airports that incorporate authentic local food and beverage brands into their terminal offerings are being recognized for these efforts. According to J.D. Power, when airports create a genuine sense of location, overall satisfaction scores improve by an average of 190 points.

“A long-standing trend of bringing unique, local flavor to the passenger experience has positively impacted the airport experience, with these local touches having a major influence on passenger satisfaction,” added Taylor.

Top Performing Airports for 2025

Despite fluctuations in air travel satisfaction, certain airports consistently lead the way in terms of passenger satisfaction.

Minneapolis-Saint Paul International Airport continues to impress travelers, ranking highest among mega airports with a score of 660 on a 1,000-point scale. Detroit Metropolitan Wayne County Airport follows closely with a score of 649, while Phoenix Sky Harbor International Airport rounds out the top three with a score of 634.

For large airports, John Wayne Airport in Southern California secures the top spot for the second consecutive year, achieving a score of 730. Tampa International Airport ranks second with 709, and Dallas Love Field comes in third with 705.

Among medium airports, Indianapolis International Airport leads with a score of 713 for the fourth straight year. Ontario International Airport in California ranks second with 709, and Buffalo Niagara International Airport takes third place with a score of 698.

Looking Ahead to 2026

As we approach the busy holiday season, it is clear that the airport experience is improving. However, there is still room for further enhancement.

According to J.D. Power, only 11 percent of passengers rated their experience as "perfect." Travelers who gave a "perfect" rating spent an average of $42.39 in the terminal, which is $16.54 more than those who rated their experience as "just OK."

As security screening becomes less complicated and airports offer more options in food, beverage, and retail, future improvements in satisfaction will likely depend on the economic climate.