Sacramento International Airport near top of list in new airport satisfaction survey
The satisfaction of passengers flying out of Sacramento International Airport improved this year, according to a study released last month by consumer rating firm J.D. Power.
This increased satisfaction was also true of airports across the U.S., despite record high passenger volume, an ongoing pilot shortage that shrank the number of available flights and countless weather delays and cancellations.
Sacramento’s airport ranked sixth out of 27 large airports in the J.D. Power rankings. Other airport categories, based on the number of annual travelers, are mega and medium.
Sacramento scored 806 points out of a possible 1,000 points. The average score in the large airport segment was 789.
In the 2022 survey, Sacramento ranked 10th out of 27 with a score of 798.
The airport’s increase in its ranking this year is attributed, according to the survey, to terminal facilities; food, beverage and retail services; and the baggage claim. The survey covers August 2022 to August 2023.
“It has not been an easy year at Sacramento International Airport and other 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,” said Michael Taylor, managing director of travel, hospitality and retail at J.D. Power.
“They improved in almost every category, “ Taylor said.
Overall, airports in the survey saw an average customer satisfaction rating increase 3 points to 780 this year.
The study found that recent renovation projects can give the airport experience a huge boost. New York’s LaGuardia Airport came in dead last for traveler satisfaction among large airports in 2019, but a major continuing renovation project has brought it up to the middle of the pack.
At Sacramento International Airport, Taylor said there’s room for improvment in terms of its food score.
“Even though Sacramento has fairly good food, beverage, and retail, I think they suffer the same thing Las Vegas suffers like lack of identity of what could be a local food or local concept that goes into the airport,” Taylor said.
Las Vegas Harry Reid International Airport is ranked No. 3 in the mega airports 2023 category with a score of 787
“There isn’t really anything they’re doing badly, I just think they just need a little more zest, local flavor, you know? Put more California into the airport!” Taylor said.
Sacramento International Airport officials say they’re committed to a food revamp of the airport as part of a new concessions program.
“We always want to provide the highest quality dining for our customers here at SMF. As we move forward with the implementation of our new concessions program we will ‘wow’ our customers with an exciting re-imagined food and beverage program in the next 12 to 18 months,” said Stephen Clark, deputy director of Sacramento International Airport.
The three top airports in the large airport category this year are Tampa International Airport, 832 points, John Wayne Airport in Orange County, California, with 829 points, and Salt Lake City International Airport with 825 points.
The three lowest ranked airports in the 2023 large airport survey were Montreal-Pierre Elliot Trudeau International Airport with 759 points, Honolulu International Airport with 753 points, and Philadelphia International Airport with 750 points.
The top airport in the mega airport 2023 category is Detroit Metropolitan Wayne County Airport with a score of 800 points while coming in in second place was Minneapolis-Saint Paul International Airport with a rating of 796.
Indianapolis International Airport ranks highest among medium airports for a second consecutive year, with a score of 843, Southwest Florida International Airport near Fort Meyers ranks second with 839 and Ontario International Airport in Southern California ranks third with 834 points.
