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LaGuardia Airport makes major advance in customer satisfaction, report finds
By
Brittany Kriegstein
Published Sep 20, 2023
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By
Brittany Kriegstein
Published Sep 20, 2023
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LaGuardia Airport has finally reached cruising altitude – in the eyes of passengers.
According to the J.D. Power 2023 North American Airport Satisfaction Study released Wednesday, the Queens travel hub sat squarely in the middle of the pack of large airports, just one point below the average rating.
That’s a solid climb from 2019, when it ranked dead last in passenger satisfaction.
The study attributes the jump to the newly-completed construction and redevelopment projects at LaGuardia, which improved passenger flow, parking and terminal facilities.
“Nowhere is the positive effect of capital improvement clearer than in New York’s LaGuardia Airport,” the study states, pointing out that the top performers all boasted shiny new construction projects.
LaGuardia had been a national laughing stock for years before then-Vice President Joe Biden said in 2014 it was an airport befitting a “third-world country.” But following an $8 billion renovation, the Queens airport has won plaudits from travelers and critics alike.
The other major New York travel centers did not fare as well as their smaller, spiffed-up peer.
John F. Kennedy International Airport scored a few points lower than LaGuardia but still managed to hold a middle position in the “mega airports” category, while Newark Liberty ranked last on that list.
Despite a “potentially crippling” combination of record-high passenger volumes, an ongoing pilot shortage, and endless weather delays and cancellations, the study shows that overall passenger satisfaction went up three points across the country on a 1,000 point scale.
Improved terminal facilities, food and beverage options and baggage claims led the charge upward, based on more than 27,000 passengers who completed surveys from August 2022 to July 2023.
With many passengers stuck in airports for long periods of time this year, 60% of passengers reported experiencing severe or moderate crowding in the terminal. The study warns that this will remain a challenge for airports for the foreseeable future.
Leading performers across the categories included Detroit Metropolitan Wayne County Airport which topped the “mega” ranking, Tampa International Airport which topped the “large” category, and Indianapolis International Airport which topped the “medium" category.
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infrastructure
laguardia airport
transportation
Brittany Kriegstein
Brittany Kriegstein covers all breaking news around New York City, with a focus on crime and gun violence. Got a tip? Email Brittany at [email protected].
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Gothamist is funded by sponsors and member donations
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