Orange County’s John Wayne Airport ranks very high in customer satisfaction but LAX, not so much, according to a newly released J.D. Power survey.
John Wayne was No. 1 in its category, Large Airports, topping 23 other airports around the nation, receiving a score of 815 on a 1,000-point scale. New York La Guardia was last on the list.
In contrast to John Wayne, LAX was next-to-last on a list of 19 Mega Airports, earning 735 points out of 1,000. Chicago’s O’Hare International Airport appeared just ahead of LAX Newark’s Liberty International Airport, and Newark’s Liberty International Airport was last with 701 points.
The 2018 North America Airport Satisfaction Study
According to the J.D. Power, the 2018 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium airports in North America by examining six factors: terminal facilities, airport accessibility, security check, baggage claim, check-in/baggage check, food, beverage and retail.
Now in its 13th year, the study is based on responses from 40,183 North America travelers who traveled through at least one domestic airport. The responses pertain to both departure and arrival experiences, including connecting airports, during the past three months. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from September 2017 through September 2018.
On the whole, California airports did not do exceptionally well on the survey. San Francisco International Airport appeared among Mega airports, like LAX, in 10th place, with 763 points. The list topped by John Wayne featured San Diego International Airport in 7th place with 776 points, and Oakland International was in 19th place with 749 points.
Among medium airports, Hollywood Burbank airport was 11th on a 22-airport list, earning 788 points.
Based in Costa Mesa, J.D. Power is a global marketing information services company that conducts surveys of customer satisfaction, product quality, and buyer behavior for a variety of industries.