Airport Satisfaction Rises

Minneapolis Claims Crown for Third Year Running

Minneapolis-Saint Paul International swept all seven satisfaction dimensions measured in the study: ease of travel, trust, terminal facilities, staff, departure experience, food and beverage options, and arrival experience. Brian Ryks, the airport's CEO, called the ranking an "unprecedented achievement" that reflects traveler appreciation for "service, hospitality and amenities that make trips through MSP easy and memorable."

MSP's dominance is backed by strong infrastructure. The airport served over 36 million passengers in 2025, ranking 17th among U.S. airports. A $242 million post-security terminal renovation completed in December 2025 upgraded gates, seating, lighting, and signage. MSP also offers nonstop flights to 167 destinations through 15 commercial airlines.

Aging Terminals Drag Down Newark and Chicago

Newark Liberty and Chicago O'Hare tied for last place among mega airports, hamstrung by outdated facilities and overcrowding. Michael Taylor, managing director of travel at J.D. Power, explained that Newark's Terminal B, built in 1973, suffers from "limited access and overcapacity." O'Hare's layout remains "cramped for current passenger volumes," he added.

The contrast is stark. Detroit Metropolitan Wayne County scored 663, while Phoenix Sky Harbor scored 642. These airports benefited from modernization efforts that Newark and O'Hare have yet to complete, putting pressure on both cities to accelerate facility overhauls.

Capital Projects Finally Delivering Results

For over a decade, major U.S. airports have poured billions into expansions and renovations. Michael Taylor noted that these "decade-long capital improvement projects" are "finally starting to pay off in the form of higher overall passenger satisfaction scores." The survey sampled 24,710 travelers between July 2025 and July 2026.

The payoff extends beyond passenger sentiment. J.D. Power reports that higher satisfaction directly increases spending on food, beverages, and retail. Travelers who rate their airport experience as seamless spend significantly more at terminal shops and restaurants, creating economic benefits that justify the infrastructure investment.

Tampa and Charleston Lead Their Categories

Outside the mega-airport tier, Tampa International led large airports with a score of 715, according to the J.D. Power study. Charleston International topped medium-sized airports with a score of 712. Both benefited from modernization efforts that created clearer wayfinding, expanded gate capacity, and better passenger flow.