NYC, NY – It’s not just you — lots of travelers can’t stand New York City’s airports. The metropolitan area’s three major air hubs are among the nation’s worst when it comes to customer satisfaction, a new nationwide study shows.
The marketing research firm J.D. Power on Wednesday released its 2018 North America Airport Satisfaction Study, which incorporates feedback from more than 40,000 travelers. The study ranks medium, large and mega-sized airports on a 1,000-point scale based on six factors, such as terminal facilities, baggage claim and airport accessibility.
LaGuardia Airport ranked dead last among large airports with a score of 678. That’s more than 100 points behind John Wayne Airport in Orange County, California, which ranked No. 1 in that category.
John F. Kennedy International Airport did slightly better, ranking 14th out of 19 “mega” airports with a score of 752. That’s still below the average of 758 for airports of that size but higher than nearby Boston Logan International Airport, which ranked 16th.
But Newark Liberty Airport was the worst in the mega category with a score of 701. That’s 80 points behind Las Vegas McCarran International Airport and Orlando International Airport, which tied for the top spot.
The continent’s airports have improved on the whole — overall satisfaction climbed 12 points to a record-high score of 761 despite massive passenger volume and major construction projects, J.D. Power said.
“North America airports have been doing a tremendous job managing passenger volume, adding amenities, and keeping travelers moving despite some noteworthy challenges, but they will be put to the true test over the next few years,” Michael Taylor, the company’s travel practice lead, said in a statement.
New York State has taken up its own efforts to overhaul JFK and LaGuardia, the latter of which former Vice President Joe Biden famously compared to a “third-world country.”
LaGuardia is underoing an $8 billion renovation that will put all of its terminals under one roof. And a $10 billion project is underway to overhaul JFK.