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Hartsfield-Jackson ranks sixth among largest airports for passenger satisfaction


Hartsfield-Jackson International came in sixth among the largest North America airports in a new passenger satisfaction study by J.D. Power.

The 2018 ranking of 19 “mega airports” put Las Vegas McCarran International in the top spot, followed by Orlando International and Detroit Metropolitan Wayne County Airport.

J.D. Power said the annual ranking is based on check-in; food, beverage and retail, accessibility; terminal facilities; and baggage claim.

Overall, passenger satisfaction with airports has improved and is at an all-time high, according to J.D. Power.

Improvements in concessions, security lines and self-service check-in kiosks and bag tagging helped drive the improvement.

“North American airports have been doing a tremendous job managing passenger volume, adding amenities, and keeping travelers moving despite some noteworthy challenges, but they will be put to the true test over the next few years,” as major airports ramp up construction projects, said J.D. Power travel practice lead Michael Taylor in a written statement.

Large airport construction projects disrupt passengers and increase traffic, Taylor noted.

Hartsfield-Jackson is in the middle of a $6 billion expansion and modernization, currently including construction of massive canopies outside the domestic terminal that requires periodic road closures at the curbside, causing traffic congestion.

The study was conducted September 2017 through September 2018, with responses from 40,183 North America travelers.


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About the Author

Business reporter Kelly Yamanouchi covers airlines and the airport.