Detroit Metro Airport Travelers Report So-So Experience

DETROIT, MI — The Detroit Metropolitan Airport isn’t one of the best airports in the country, but it isn’t one of the worst, either, according to a new study based on the personal flying experiences of nearly 40,000 travelers at the nation’s large- and medium-sized airports.

Detroit Metro Airport ranked 16th among 28 large airports in the study by J.D. Power. Out of 850 possible points, the airport received a score of 734 and received a “circle” rating of three on a scale of five. Customers were queried about their satisfaction with terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage and retail shopping.

Travelers ranked Portland International Airport in Oregon as the best large airport for the second consecutive year, with Tampa International Airport, Las Vegas McCarran, and Orlando International Airport and Miami International Airport rounding out the top five.

The worst-ranked airport, according to the study, is New York LaGuardia Airport. Also in the bottom five were Newark Liberty Airport, Chicago O’Hare Airport, Boston Logan Airport and Los Angeles International Airport. Of the bottom five, only the Los Angeles Airport received three circle ratings.

Among medium-sized airports, Indianapolis International Airport got the highest rankings, followed by Buffalo Niagara International Airport and Fort Myers/Southwest Florida Airport.

Overall, the J.D. Power 2016 North America Airport Satisfaction Study showed that even with increased number of travelers moving through airports — many of which were not designed for the volume of people and flights they now support — satisfaction with the airport experience is improving.

“Many airports, especially the nation’s largest airports, were never built to handle the current volume of traveler traffic, often exceeding their design limits by many millions of travelers,” Michael Taylor, director of the airport practice at J.D. Power, said in a statement. “Yet airports are overcoming infrastructure limits by affecting the things they can influence. Airports are successfully applying technology to improve check-in (+5 points year-over-year), security screening (+3 points) and the food, beverage and retail shopping (+10 points) experiences.”

Many airports are undergoing major renovations and many others are set to begin major building projects. Until these plans are completed, it likely means an increase in disruption and stress for travelers, J.D. Power said.

“There are many multibillion dollar renovation projects on the books across the continent. This heavy construction will make it difficult for travelers to access the airport and, once there, it will likely make it even more difficult to navigate the crowded terminals,” said Taylor. “During construction, airports need a solid strategy for passenger flow. Much of it starts with good signage. The goal would be to prevent traveler stress and aid on-time performance. However, once these projects are finished, travelers should notice a tremendous positive difference in their airport experience and satisfaction should increase dramatically.

Some of the key findings of the 2016 study:

Improvements across the Board: Satisfaction improves in each factor of the airport experience, with the greatest year-over-year increases in baggage claim (+11 points) and the food, beverage and retail category (+10).

Local Flavor: Many airports are adding a wider variety of food options, often with localized cuisine. For example, Miami International Airport has added Cuban and Caribbean restaurants and Houston Hobby has Texas barbecue options for travelers.

“Offering local flavor and local design elements unique to the area provide a ‘sense of place,’” said Taylor. “For example, Portland International Airport has incorporated regional designs and symbols in the flooring. The color schemes and storefronts make the airport feel unique to Oregon and the Northwest. Indianapolis International Airport has a very open design with a lot of space so travelers aren’t crowded.”

Photo of Detroit Metro Airport’s McNamara Terminal by bnhsu via Flickr Commons