Detroit Metro Airport ranks third in the country for passenger satisfaction, according to a J.D. Power survey.

Las Vegas McCarran International Airport and Orlando International Airport ranked highest in the survey of mega airports with Detroit Metro in third place, said the J.D. Power 2018 North America Airport Satisfaction Study, which was released Wednesday.

Erica Donerson, a spokeswoman for Detroit Metro, welcomed the news.

“Customer satisfaction is one of the Wayne County Airport Authority’s core values," she said via e-mail. "Over the last year, we’ve utilized a new approach to improve the cleanliness of our terminals. We’ve updated our retail and food & beverage offerings in the McNamara and North Terminals. Also, our internal departments, along with our airline partners and TSA have worked hard to continue raising the bar regarding customer service.

"We’re pleased that Detroit Metropolitan Airport remains in the top three among mega airports in the 2018 J.D. Power North America Airport Satisfaction Study.”

The survey measures overall traveler satisfaction with terminal facilities, airport accessibility, security check, baggage claim, baggage check and retail at mega, large and medium North American airports.

The survey uses a 1,000-point scale and Detroit scored 781. Las Vegas McCarran and Orlando tied at 781 points.

J.D. Power officials said North American airports achieved a record high in overall passenger satisfaction in 2018 while dealing with record passenger volumes and massive construction projects.

“North America airports have been doing a tremendous job managing passenger volume, adding amenities, and keeping travelers moving despite some noteworthy challenges, but they will be put to the true test over the next few years,” Michael Taylor, J.D. Power's Travel Practice lead, said in a statement. “Several multi-billion-dollar airport construction projects — such as those in Boston, Los Angeles and Chicago — are reaching phases in which passenger disruption and increased traffic will be incredibly hard to avoid.

Its airport passenger survey said overall customer satisfaction scores reached an all-time high of 761, up 12 points from last year’s previous record high.

Improvement is driven primarily by a 17-point increase in satisfaction with food, beverage and retail, and an 18-point increase in satisfaction with security check.
Based in Costa Mesa, California, J.D. Power provides consumer insights, advisory services and data and analytics.

Twitter: @CharlesERamirez

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