Airport Passenger Satisfaction

Airport security waiting times have decreased over the last year, although they are five minutes longer in the US than elsewhere, according to a recently released study by J.D. Power and Associates. In terms of passenger satisfaction, Frankfurt tops the list of large airports and Singapore's Changi International that of medium-sized airports.

The 2003 Global Airport Passenger Satisfaction StudySM found that the average waiting time at security check points both inside and outside the US was 13 minutes, down 13.5% (c.2 minutes) from 2002.

The study measures passenger satisfaction at 61 airports worldwide, based on nine different factors, which are (listed in order of importance): getting to the terminal; leaving the airport; check-in process; baggage claim; airport terminal facilities; security check; gate areas; concessions; and immigration/customs control.

Frankfurt International Airport ranks highest in passenger satisfaction among large airports (those with 30m passengers or more per year), performing particularly well in the factors pertaining to getting to the terminal, leaving the airport and baggage claim. Three US airports follow Frankfurt in the ranking: Denver International, Minneapolis/St. Paul International and Las Vegas McCarran, respectively.

Singapore's Changi International ranks highest among medium-sized airports (10m to less than 30m passengers per year) for the second consecutive year, performing very well across all factors. Next come Hong Kong Chek Lap Kok, Pittsburgh International and Tampa International airports, respectively.

There are relatively few small airports (less than 10m passengers per year) included in the study, but Austin-Bergstrom International Airport (Austin, Texas), Nashville (Tennessee) and Columbus (Ohio) airports achieved good ratings.

According to Linda Hirneise, partner in the J.D. Power and Associates travel practice, the shorter waiting times reflect both airports and passengers becoming more accustomed to security changes post-September 11th. 'Not only have security processes become more streamlined and efficient, but also passengers are arriving at airports earlier and are more prepared for what is expected of them when they go through security screening, even during high alert times'.

'Frankfurt, which ranked below the industry average in 2002, has greatly improved passenger satisfaction, in large part due to the completion of new rail and shuttle services that help negotiate passengers among the terminals and parking lots', adds Hirneise. 'Frankfurt also has more than 180 retail, food and beverage establishments within the terminals, which passengers appreciate'.

J.D. Power and Associates surveyed more than 12,000 passengers around the world, in seven different languages, in September and October 2003.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.

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