CLEVELAND — Cleveland Hopkins International Airport ranks near the bottom in customer satisfaction among similarly-sized airports in North America, according to a new study by J.D. Power and Associates.
J.D. Power's 2023 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance)
- Terminal facilities
- Airport arrival/departure
- Baggage claim
- Security check
- Check-in/baggage check
- Food, beverage and retail
For reference, "mega" airports are defined as those with 33 million or more passengers per year. "Large" airports are those with 10 to 32.9 million passengers per year, while "medium" airports are those with 4.5 to 9.9 million passengers per year. Cleveland Hopkins International Airport is considered a "medium" airport, having reported 8.7 million passengers in 2022.
Among medium-sized airports, Hopkins ranked No. 13 out of 16, receiving a score of 794 out of a possible 1,000 in the overall customer satisfaction index rating. The only airports ranked lower in this year's survey were Bradley International Airport in Hartford, CT, Hollywood Burbank Airport in Southern California, and Kahului Airport in Maui, Hawaii.
This year's top airports were Detroit Metropolitan Wayne County Airport in the "mega" category, Tampa International Airport in the "large" category, and Indianapolis International Airport for "medium."
J.D. Power and Associates reports that overall traveler satisfaction improved by three points (on a 1,000-point scale), driven by improvements in three factors: terminal facilities; food and beverage and retail service; and baggage claim.
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