Happy with PBIA? This new study says you are. Where does it rank?

John Bisognano and Zach Wichter, Palm Beach Post
·4 min read

You're about to embark on a trip, and you need to fly to your destination. That means going to your local airport.

So are you excited about this leg of your trip? Or are you dreading the whole airport experience?

A new study that just came out found that airline passengers are actually more satisfied with their overall airport experience this year than they were last year. And according to the study, people using Palm Beach International Airport are pretty happy with the West Palm Beach airport.

The North America "satisfaction" study, released by J.D. Power, a data analytics, software, and consumer intelligence company, found flyer morale is improving on the ground, despite issues that airlines faced this year, such as record-high passenger counts, an ongoing pilot shortage that affected some flights and numerous weather delays and cancellations.

The study broke up airports by mega (33 million or more passengers per year), large (10 to 32.9 million) and midsize (4.5 to 9.9 million passengers).

Among all mid-size airports, PBIA ranked fourth.

“This placement underscores our commitment to a world-class, stress-free customer experience,” said PBIA Director of Airports Laura Beebe said in a news release.

Rankings of other Florida airports included:

∎ Miami International Airport ranked fifth best among mega airports.

∎ Fort Lauderdale-Hollywood International Airport ranked 17th worst among mega airports.

∎ Tampa International Airport was ranked best among large airports.

∎ Southwest Florida International Airport (Fort Myers) was ranked second among midsize airports.

PBIA passenger count analysis: 2022 numbers show close to pre-pandemic record year of 2019

The 2023 North America Airport Satisfaction Study measured overall traveler satisfaction by examining six factors:

∎ Terminal facilities.

∎ Airport arrival/departure.

∎ Baggage claim.

∎ Security check.

∎ Check-in/baggage check.

∎ Food, beverage and retail.

“It has not been an easy year for North American airports, but major capital improvements they’ve made over the last several years and new investments in getting food, beverage and retail operations back up and running at full capacity have helped them manage the crush of passengers,” Michael Taylor, managing director of travel, hospitality and retail at J.D. Power said in a statement.

“Happy passengers spend a lot more money at the airport, so ongoing efforts to spread passenger volumes throughout the day and deliver superior service at all customer touchpoints will be critical.”

More: Increase in private jets forces 'fanning' over Palm Beach County neighborhoods

Airport satisfaction key takeaways

Overall, J.D. Power’s survey found that travelers were marginally happier with their airport experience this year, but that crowding remains a major issue. Airport satisfaction peaked in 2020 when far fewer people were flying.

Recent renovation projects can give the airport experience a huge boost, the study found. New York’s LaGuardia Airport came in dead last for traveler satisfaction among large airports in 2019, but a major renovation in the intervening years has brought it up to the middle of the pack.

J.D. Power predicts crowding will remain an issue at many airports for the foreseeable future as travel demand remains high.

Learn more about the airport satisfaction study by clicking here.

Best mega airports

1. Detroit Metropolitan Wayne County Airport (DTW).

2. Minneapolis-St. Paul International Airport (MSP).

3. Harry Reid International Airport, Las Vegas (LAS).

4. Dallas/Fort Worth International Airport (DFW).

5. Miami International Airport (MIA).

Worst mega airports

20. Newark Liberty International Airport (EWR).

19. Toronto Pearson International Airport (YYZ).

18. Seattle-Tacoma International Airport (SEA).

17. Fort Lauderdale-Hollywood International Airport (FLL).

16. Boston Logan International Airport (BOS).

Arriving passengers wait for their automobile pickups outside of the baggage claim exits on the ground floor as Labor Day weekend travelers to and from south Florida move through Palm Beach International Airport in unincorporated Palm Beach County on, Fla., on September 1, 2023.
Arriving passengers wait for their automobile pickups outside of the baggage claim exits on the ground floor as Labor Day weekend travelers to and from south Florida move through Palm Beach International Airport in unincorporated Palm Beach County on, Fla., on September 1, 2023.

Best large airports

1. Tampa International Airport (TPA).

2. John Wayne Airport, Orange County, California (SNA).

3. Salt Lake City International Airport (SLC).

4. Dallas Love Field (DAL).

5. Raleigh-Durham International Airport (RDU).

Worst large airports

27. Philadelphia International Airport (PHL).

26. Honolulu International Airport (HNL).

25. Montréal-Pierre Elliott Trudeau International Airport (YUL).

24. Oakland International Airport (OAK).

23. San Diego International Airport (SAN).

Best medium airports

1. Indianapolis International Airport (IND).

2. Southwest Florida International Airport, Fort Myers (RSW).

3. Ontario International Airport (ONT).

4. Palm Beach International Airport (PBI).

5. Albuquerque International Sunport (ABQ).

Worst medium airports

16. Kahului Airport, Hawaii (OGG).

15. Hollywood Burbank Airport, California (BUR).

14. Bradley International Airport, Connecticut (BDL).

13. Cleveland Hopkins International Airport (CLE).

12. Eppley Airfield, Omaha, Nebraska (OMA).

This article originally appeared on Palm Beach Post: Happy with PBIA? This new study says you are. Where does it rank?