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How customers rank airports

New York and New Jersey's three main airports scored poorly in a nationwide survey

A passenger walks through the main terminal area

A passenger walks through the main terminal area at JFK Airport. Rhonda Vanover Photo Credit: Rhonda Vanover

Airports in the New York area did not fare well in a recent customer satisfaction survey conducted by J.D. Power.

LaGuardia Airport placed last among 24 large North American airports, with a score of 678 out of 1,000 points. In the field of larger "mega" airports, Newark Liberty International Airport finished last with a score of 701 while Kennedy Airport ranked 14th with a score of 752.

Scores for 19 'mega' airports

Newark Liberty and JFK airports both scored below the national average for airports of their size.

Scores for 24 'large' airports

LaGuardia ranked last among airports of its size in the survey.

The survey measures traveler satisfaction among key factors, including terminal facilities, airport accessibility, security check, baggage claim, check-in/baggage check and food, beverage and retail. The survey, conducted between September 2017 and September 2018, is based on the responses of more than 40,000 North American travelers who visited at least one domestic airport.

While New York and New Jersey airports fared poorly in the survey, air passenger satisfaction at larger airports across the country ticked up 12 points, compared with the 2017 report, reaching an all-time high of 760, J.D. Power found.

You can read more about the customer satisfaction survey here.


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