Happy Airport Passengers
Happy Airport Passengers

Flagship Airports Rank Among Best in J.D. Power 2023 North America Airport Satisfaction Study

Published September 26, 2023

Categories: Atlanta, Aviation, Dallas, Denver, Orlando, Raleigh-Durham, San Francisco, Tampa


Flagship Aviation Services is proud to support 13 airports ranked in the top 10 across the mega, large, and medium airport categories in J.D. Power’s 2023 North America Airport Satisfaction Study.

JD Power

Not only does Flagship serve all top-five airports in the large airport category, but it serves six of the top-10 mega airports and two of the top-10 medium airports. Tampa International Airport – a Flagship partner since 2014 – ranked highest among large airports for the second year in a row.

Top-Ranked Flagship Airports – Mega Category

  • Dallas/Fort Worth International Airport (4th)
  • San Francisco International Airport (6th)
  • Denver International Airport (7th)
  • Hartsfield-Jackson Atlanta International Airport (8th)
  • Orlando International Airport (9th)
  • George Bush Intercontinental Airport (10th)

Top-Ranked Flagship Airports – Large Category

Top-Ranked Flagship Airports – Medium Category

  • Ontario International Airport (3rd)
  • Cincinnati/Northern Kentucky International Airport (7th)

Overall customer satisfaction with North American airports increased three points this year, despite record passenger volume, crowded terminals, and a barrage of delays and cancellations. Top-performing airports all saw substantial gains in terminal facilities; food and beverage and retail service; and baggage claim.

“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,” said Michael Taylor, Managing Director of Travel, Hospitality, and Retail at J.D. Power.

Airport Service VIP Lounge

The 2023 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North American airports by examining six factors (in order of importance): terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail. Mega airports are defined as those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year.

Now in its 18th year, the study is based on 27,147 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days. The study was fielded from August 2022 through July 2023.

Flagship Aviation Services provides the scalable support that airports need to deliver exceptional passenger experiences. Service offerings include janitorial, facilities maintenance, and passenger support.

For more information about the study, read the press release from J.D. Power.

J.D. Power Press Release