PHL airport ranks last in passenger satisfaction survey

Philadelphia International Airport (PHL) ranked last out of 27 giant U.S. airports in consumer research giant J.D. Power’s latest passenger satisfaction survey.

The airport, in the meantime, countered with its personal survey — discovering about half of PHL fliers’ expertise this 12 months had improved.

J.D. Power’s survey of over 26,000 passengers, launched on Wednesday, factored in entry, check-in, safety verify, terminal services, meals/beverage/retail and baggage declare.

One space in which PHL airport scored effectively: meals, beverage and retail.

“They do really well on that score, but Philadelphia airport needs investment. There’s not enough space at check-in lobbies and for TSA security equipment,” mentioned Michael Taylor, J.D. Power managing director of journey, hospitality and retail.

“The buildings aren’t designed to handle all the people traveling,” Taylor mentioned.

PHL served 14.1 million passengers this 12 months via July, on tempo with last 12 months’s 20 million passengers. That’s down from 32 million previous to the pandemic in 2019, he mentioned.

Many airports are scuffling with flight cancellations and labor shortages, significantly pilots and crew because the economic system rebounds from impression of COVID-19. Globally, passenger quantity has returned to 91% of pre-pandemic ranges, which might trigger lengthy strains, irritating vacationers.

When fliers get via safety quicker, “their satisfaction goes up. If people have more time after they get through security, they spend more money at the airport,” Taylor mentioned.

PHL’s low rating by J.D. Power drew comparisons with Newark International in New Jersey and Hollywood Burbank airport in California.

PHL scored 729 out of a doable 1,000 factors in the J.D. Power scoring of North American airports; Newark ranked last amongst mega-airports, scoring 719, and Burbank scored 763, last amongst medium-sized airports.

Among PHL’s friends, Tampa International Airport ranks highest amongst giant airports with a rating of 846. John Wayne Airport, Orange County, (826) ranks second and Dallas Love Field (825) ranks third, based on J.D. Power.

Meanwhile, PHL this 12 months commissioned its personal survey, in partnership with Temple University’s U.S.–Asia Center for Tourism & Hospitality Research, to research passengers’ originating and connecting flights via Philadelphia.

Among 4,050 repeat fliers surveyed between February and May of this 12 months, almost half (48.9%) reported their expertise at PHL was higher than on earlier visits. Another 44.8% had been impartial, and 6.3% mentioned their expertise was worse.

According to PHL spokeswoman Heather Redfern, the airport is working to enhance passenger expertise with a plan for renovations to 30 present restrooms, lactation suites, service animal reduction areas, and gender-neutral and grownup assisted-care loos.

PHL can also be putting in real-time updates at Terminal D and E safety checkpoints through digital indicators and on its web site phl.org. The airport can also be launching a PHL Volunteer Navigators program, to offer help and information to passengers in terminals.