Buffalo Airport earns top ranking in passenger satisfaction

Sep 19, 2018

The Buffalo Niagara International Airport is well received by the passengers who use it, according to a study undertaken by J.D. Power.

The global consumer firm ranked the airport as number one in customer satisfaction among medium hub airports in North America, and only one rating point away from tops among all airports.

"North America airports have managed to shrug off the potentially disruptive effects of record passenger volumes and massive construction projects to achieve a record high in overall passenger satisfaction," saidĀ Michael Taylor, Travel Practice Lead at J.D. Power, "but they will be put to the true test over the next few years."

Now in its 13th year, the 2018 North America Airport Satisfaction Study examined six categories in their rankings of mega, large and medium-sized airports, including terminal facilities, airport accessibility, security check, baggage claim, check-in/baggage check and food, beverage and retail facilities.

The ranking covers the period of September 2017 through this month, and the study is based upon the responses of over 40,000 travelers who passed through a domestic airport over the past three months.

J.D. Power said overall satisfaction rankings have reached an all-time high - up 12 points - driven primarily by a 17-point increase in satisfaction with food, beverage and retail and an 18-point increase in satisfaction with security check. Better airport/TSA communication has improved security check satisfaction, helping drive up check-in/baggage check satisfaction.