CLEVELAND — Northeast Ohio's busiest airport leaves a lot to be desired, at least according to one study.
New data released by marketing firm J.D. Power rates Cleveland Hopkins International Airport as the second-worst out of 17 "medium-sized" airports in North America. The terminal got a rating of just 755 out of 1,000, considered below average based on competition. Only Kahului Airport in Hawaii got a lower score (754) among medium spots.
In it's 14th year, the study splits airports into three categories of "mega" (33 million or more annual passengers), "large" (10-32.9 million), and "medium" (4.5-9.9 million) while taking into account the following factors in order of importance:
- Terminal facilities
- Airport accessibility
- Baggage claim
- Security check
- Check-in/baggage check
- Food, beverage, and retail
Officials say many airports across the United States and Canada are struggling with construction delays and increasing numbers of passengers, and that passenger satisfaction as leveled off after growing for several years. Said Michael Taylor, Travel Intelligence Lead at J.D. Power:
"With major terminal construction projects now underway in Los Angeles, Boston, Chicago, Atlanta and many other airports, it is becoming impossible for travelers not to experience some form of disruption. While these projects are absolutely necessary to address surging demand, they are currently causing passenger delays and confusion. This translates into a rushed passenger experience and less money spent on food, beverage and retail—and it’s slowing the progress of the airport satisfaction we’ve seen in the past several years."
However, the study did find that most of the best airports have recently renovated their facilities, meaning that could be an easy way for others to improve their standing. Better TSA screening processes have also helped bring up efficiency.
Indianapolis was rated as the best medium airport, while Portland (the best overall) and Detroit were the best large and mega ones, respectively. With a score of just 662, LaGuardia in New York City (large) was called the worst airport in North America.
