Study Highlights the Importance of Travelers' Airport Experience

If you represent a destination in the midst of a major airport upgrade, good news awaits you.

The JD Power 2026 North America Airport Satisfaction Study found that passengers demonstrated increased happiness with their experiences at mega airports, large airports, and medium-sized airports. All of the highest-ranked airports in the study have recently completed, or are close to completing, multi-year, capital improvement projects costing $1 billion or more.

“For the better part of the last decade, nearly every airport, from the largest international hubs to midsized airfields, has undertaken a significant capital improvement project aimed at streamlining passenger flow, adding attractive food and beverage options and improving overall passenger experience,” said Michael Taylor, managing director of travel, hospitality and retail at JD Power. “On the whole, those efforts are finally starting to pay off.”

Among the country’s biggest airports, Minneapolis-Saint Paul International Airport tops the list for a third-straight year. Detroit Metropolitan Wayne County Airport ranks second and Phoenix Sky Harbor International Airport is third.

Tampa International Airport ranks highest among large airports, followed by Portland International Airport and Dallas Love Field. In the medium-sized category, Charleston International Airport came out on top, with Ontario International Airport and Indianapolis International Airport not far behind.

The 2026 study is based on 24,710 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days.

JD Power also specifies which additions make the biggest difference in how a traveler enjoys their airport experience.

• Clear signage and bold designs provide logistical ease getting to and from gates, baggage claim, restrooms, and other important airport destinations. The design also helps create a unique sense of place within the city, making passengers feel welcomed.
• Incorporating authentic local food and beverage has helped create greater satisfaction among food & beverage and retail programs. That said, JD Power encourages a healthy mix of local fare with national brands customers are already familiar with.
• Travelers pay more at airports they enjoy. The study finds that passengers who rate their airport experience as “perfect” spend an average of $47.60 in the terminal — $20.22 more than passengers who rate their airport experience as “just OK.” To be fair, only 12% of respondents gave their experience a perfect score.

Photo Credit: Phoenix Sky Harbor International Airport

https://www.jdpower.com/business/press-releases/2026-north-america-airport-satisfaction-study/