J.D. Power study shows rising traveler satisfaction at North American airports

The study surveyed 30,439 travelers from the U.S. and Canada who traveled through at least one North American airport between July 2024 and July 2025. Survey questions focused on seven factors: ease of travel through the airport, trust in the airport, terminal facilities, staff service, ground departure experience, food and retail options, and arrival or ground transportation experience.

"A big part of this recent increase in passenger satisfaction is due to recently completed improvements in many airport facilities themselves. A few big capital improvement projects have now been completed and many more are underway or about to break ground," said Michael Taylor, J.D. Power's managing director of travel, hospitality and retail.

J.D. Power also noted that expanded dining and retail choices contributed to higher satisfaction scores this year. Satisfaction with food, beverage, and retail offerings rose by 14 points over last year’s results; this was attributed largely to more local brands being present at airports.

"A decades long 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," Taylor added.

For mega airports, Detroit Metropolitan Wayne County Airport (DTW) scored 649 points while Phoenix Sky Harbor International Airport (PHX) received 634 points. Newark Liberty International Airport (EWR), despite finishing last among mega airports for a fourth straight year with a score of 565 points, did improve by 13 points compared to last year's ranking.

In large airports, Tampa International Airport (TPA) scored 709 points while Dallas Love Field (DAL) earned 705 points.

Among medium-sized airports following Indianapolis International Airport were Ontario International Airport (ONT), which scored 709 points, and Buffalo Niagara International Airport (BUF), which received a score of 698.

The report highlights ongoing improvements at several North American airports as well as an industry-wide focus on enhancing customer experiences through facility upgrades and more diverse dining options featuring local businesses.