Passengers Enjoy Record Volumes at North American Airports

New York, NY – Many North American airports are experiencing record passenger volumes, and passengers are generally satisfied with their experiences, according to the annual J.D. Power airport satisfaction study released Wednesday.

The report is based on over 30,000 surveys from travelers in the United States and Canada. It ranks airports in three categories: mega airports (33 million-plus passengers a year), large airports (10 million to 32.9 million passengers a year), and medium airports (4.5 million to 9.9 million passengers per year).

This year’s survey measured seven factors that influence passenger satisfaction: ease of travel through the airport, trust in airport management, terminal facilities, airport staff, the departure experience, food and retail options, and the arrival experience.

Despite numerous flight delays and cancellations, one significant factor driving up passenger satisfaction is recent airport renovations. These improvements have led to better food, beverage, and retail options in terminals. According to the report, “J.D. Power finds that when airports create a genuine sense of location, overall satisfaction scores improve by an average of 190 points.”

The survey showed a rise in satisfaction scores: mega airports saw an increase of 8 points, medium airports improved by 10 points, and large airports rose by 15 points.

Some notable airports included Minneapolis-Saint Paul International Airport, Detroit Metropolitan Wayne County Airport, and Phoenix Sky Harbor International Airport. However, the survey also reported an incident at Orlando International Airport where 45-year-old Selomit Velez-Rodriguez was arrested after a confrontation with staff. She allegedly could not board a Southwest Airlines flight due to not making the standby list for three flights.

This report is based on J.D. Power’s 2025 airport satisfaction survey, highlighting the evolving landscape of passenger experiences at airports across North America.