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Logan, JFK rank low on airport satisfaction: Report

A new study looked at how happy people are as they travel through airports in Boston, New York and more cities across the country.
Planes sit on the runway at John F. Kennedy International Airport on June 5, 2017, in New York City. Photo: Getty Images

If you’ve traveled through Logan Airport in Boston or JFK in New York City lately and had a less-than-thrilling experience, you’re not alone.

A new report from J.D. Power ranked the two large Northeast airports near the bottom of a list for overall passenger satisfaction.

The 2017 North America Airport Satisfaction Study ranks traveler satisfaction with “mega,” large and medium airports on six factors: terminal facilities, airport accessibility, security check, baggage claim, check-in and baggage check, food, beverage and retail.

Out of 18 “mega” airports, meaning those that handle more than 32.5 million annual passengers, Boston Logan came in at number 14 and JFK at 15.

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The report scored each airport out of 850 points determining overall satisfaction; Logan earned 733 and JFK earned 727.

Coming in worse than Boston and New York were Chicago’s O’Hare International Airport, Los Angeles International Airport and, in last place, Newark Liberty International Airport. The top spot for satisfaction across mega airports went to Orlando International Airport with a score of 778.

In the large airport category, John Wayne Airport in Orange County ranked first and LaGuardia in New York City landed last. In the small airport category, Sacramento International Airport took the top spot and Bradley International Airport in Connecticut landed on the bottom.

Even though Boston and New York are low on the list, there’s still good news for travelers anywhere: Passenger satisfaction across airports overall has reached an all-time high, the report found.

“Capacity has become a huge challenge for North American airports, with many reporting 100 percent of available parking spots being filled and large airports,” said Michael Taylor, Travel Practice lead at J.D. Power, in a statement. “Despite these difficulties, airports are responding with new technology and old-fashioned personal skills to win over harried travelers. These range from smartphone apps that tell travelers where to find a parking spot to therapy dogs—and in one case, a therapy pig—mingling with travelers to relieve stress and improve the overall airport experience.”

The report found that passengers are more satisfied than ever because of fewer TSA staffing issues and better food, beverage and retail options as well as a smoother check-in and baggage check process thanks to self-service kiosks.

This is the twelfth year of the J.D. power report, which included responses from about 35,000 North American travelers during the past three months. 

 
 
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