San Antonio International Airport Soars Even Higher Than Last Year On The J.D Power Annual 2021 Airport Satisfactio ...

Press release from the City of San Antonio:

September 22, 2021

CONTACT: Tonya Hope, O: 210-207-1515
tonya.hope@sanantonio.gov

San Antonio (September 22, 2021) – San Antonio International Airport (SAT) is ranked in the top 10 in the J.D Power 2021 North America Airport Satisfaction Study. This year, the airport moved from the medium to large category which includes three Texas airports that ranked between 10 to 33 million passengers a year.

“Airport customer satisfaction reached all-time highs when passenger volumes were severely suppressed by the pandemic, but as leisure travel rebounded sharply throughout the spring and summer of 2021, we saw an expected downturn in satisfaction,” said Michael Taylor, travel intelligence lead at J.D. Power. “Ultimately, the data conveys changing expectations among travelers. Early in the pandemic, passengers were satisfied with any shop or restaurant being open, but they now expect full service at the airport.”

Achieving a ranking of nineth this year, SAT scored 813 points out of 1000, up three points from the previous year.

“COVID-19 presented tremendous challenges for airports and travelers, but it has always been our goal to offer exceptional customer service when travelers were ready to return. It is rewarding for our team because this recognition means that travelers see our commitment to them.” said Jesus H. Saenz Jr., Director of Airports, San Antonio Airport System. “This year new food options, new air service and new art exhibits were added to the terminals.”

The study, which is now in its sixteenth year, is based on completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences during the past 30 days. The study was fielded from August 2020 through July 2021. The study measures overall traveler satisfaction and tracks data by looking at six factors:

• Terminal Facilities
• Airport Accessibility
• Baggage Claim
• Security Check
• Check-in/Baggage Check
• Food, Beverage and Retail

Travelers were asked a series of questions and based on the data collected, San Antonio International Airport scored 35 points higher in the check in category than last year. The airport also scored high in access to the facility.

“SAT always puts an emphasis on exceptional customer service and operational performance. We are continuously striving to exceed our customer’s expectations, so this acknowledgment is exciting for our team” said Karen W. Ellis, Chief Customer Experience Officer.

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe.

Other Texas airports in this year’s top 10 ranking include Dallas Love Field and Austin/Bergstrom airports.

This press release was produced by the City of San Antonio. The views expressed here are the author’s own.