MINNEAPOLIS — Some may consider Minnesota flyover country, but when it comes to airports, Minneapolis-St. Paul International is apparently the place to be.
The annual North America Airport Satisfaction Study by consumer barometer JD Power said MSP is tops in customer satisfaction among mega airports, which includes those that serve 33 million or more passengers per year. Detroit Metropolitan Wayne County Airport ranked second, followed by Phoenix Sky Harbor International.
The rankings are based on surveys of 26,000 customers who traveled through at least one U.S. or Canadian airport in the previous 30 days, and covers both arrival and departure experiences.
Researchers tallied passenger responses across seven core dimensions (in order of importance): ease of travel through the airport; level of trust with the airport; terminal facilities; airport staff; departure experience; food, beverage and retail offerings; and arrival experience.
2024 marks the second time MSP has topped JD Power's airport survey in the past three years.
“I fly here frequently and it's clean, the restaurants are wonderful, it's very efficient baggage, I just really love it here," said flyer Cindy Harder from Atlanta, Georgia.
“Our purpose is to provide exceptional airport experiences so Minnesota thrives, and this prestigious recognition demonstrates that we are delivering for our travelers,” said Brian Ryks, CEO and executive director of the Metropolitan Airports Commission (MAC), which owns and operates MSP.
“This award also acknowledges the work and focus of all airport employees and our partners who ensure our airport facilities, services and hospitality are maintained at the highest levels and exceed travelers’ expectations," Ryks added.
MSP is currently the 18th-busiest airport in the U.S. It served 34.7 million passengers in 2023, and traffic is trending 8% higher this year.
“There's usually a lot of good options whether you want coffee or something to drink or something to eat," flyer Bob Beauchesne from Boston, Massachusetts said. "Things are usually open, there's usually a little something for everything depending on what your mood is.”
The Metropolitan Airports Commission (MAC), which operates MSP International, said the airport is not resting on its laurels. The largest renovation project in MSP history - updating concourses and gate areas in Terminal 1 - will be completed by late 2025, and ground was broken this summer for an expansion of Terminal 2 that will wind up in 2027.
In the large airport category, JD Power named John Wayne Airport in Orange County, Calif. the customer satisfaction champ, followed by Tampa International Airport and Kansas City International. Among medium airports, Indianapolis International came out on top, followed by Jacksonville International and Southwest Florida International.