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JWA Fares Well on Passenger Survey

More than 800 John Wayne Airport passengers provided input on the airport's 2013 Passenger Survey.

JWA Fares Well on Passenger Survey
Passengers who travel through Orange County's John Wayne Airport have given it high rankings when it comes to travel satisfaction, airport officials announced.

JWA's 2013 Passenger Survey, which is done biannually to measure traveler preferences and satisfaction with JWA facilities, services, and amenities, found that the airport continues to earn very high approval ratings in the areas of safety, customer service and airport cleanliness from visitors and Orange County residents, according to an airport news release.

"Our 2013 survey confirms that passengers continue to count on John Wayne Airport to deliver safe and convenient air travel," Alan L. Murphy, the airport's director, said in a released statement. "We appreciate the high marks that Orange County residents and visitors have given to JWA and will continue to work with our many airport partners to maintain their confidence and their business."

The 2013 Passenger Survey included feedback from a total of 860 completed surveys collected from both the telephone, comprised of Orange County residents, and surveys done inside the airport by enplaning passengers, according to Rachel Gibson, airport spokeswoman.

"To measure satisfaction, survey participants were asked to rate a series of performance criteria using a report card format with an “A” for “Excellent” and an “F” for “Unsatisfactory,”" Gibson explained. "Most of the categories remain unchanged from 2011 with every category receiving an average grade of “A” or “B” in both the telephone and intercept surveys."

Some key findings include:

  • Both telephone and intercept respondents gave JWA an "A" grade for overall customer service, feeling safe and secure and cleanliness.
  • Ninety-five percent of telephone survey respondents and 98 percent of intercept respondents gave an "A" or a "B" when asked to rate their overall satisfaction with the Airport.
  • Ninety-two percent of telephone survey respondents and 84 percent of intercept respondents cited convenient location as their top reason for using JWA.

Airport officials said the survey results will be used to maintain and improve its existing services and products for travelers.

To view the entire survey, visit ocair.com.

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