Insta-CoGo: Airport Satisfaction Blues
Now here's a no-brainer. J.D. Power and Associates just announced the results of its annual North American Airport Satisfaction Study, and customer satisfaction is down significantly. All together now: Duh.
The study divvies up airports into large, medium and small sizes, and measures overall satisfaction according to six factors: accessibility, baggage claim, checkin/baggage check process, terminal facilities, security, and food and retail services. Overall, the study found that satisfaction is 675 on a 1,000-point scale -- down 14 points from 2007. That's considerably lower, the study points out, than satisfaction levels in the hotel, rental car and airline industry (that last is hard to believe).
But here's the local angle: Reagan National ranked fifth among medium-size airports, up from 12th place last year. And Washington Dulles is now 10th in the same segment, up from 13th from 2007.
Not to be negative, but I don't get it.
Do you feel as if your experiences at National and Dulles have improved since last year? Mine sure haven't.
Here are the top performers:
*Large airports: Philadelphia International. Again, I DON'T GET IT. Okay, I love their rocking chairs, but their security system is abysmal. PHL is followed by Las Vegas's McCarran International (LAS) and Orlando International (MCO).
*Medium: Chicago Midway (MDW), followed by LaGuardia International (LGA) and Memphis International (MEM).
*Small: Texas rules, with Dallas Love Field (DAL) leading the pack, followed by Houston Hobby International (HOU) and San Antonio International (SAT).
What are your faves? Do National and Dulles deserve their higher rankings?
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