Traveler Satisfaction

I just read an article about a study by J.D. Power’s concerning Airport Satisfaction. Power reported that after surveying more than 10,000 travelers, airport accessibility and baggage claim are the factors that have the greatest impact on satisfaction. With the new regulations about carry-on liquids, the amount of checked luggage is up by 10% from last year which undermines satisfaction levels because more people are being delayed. After 17 minutes waiting in line to check-in or waiting for luggage, satisfaction levels drop appreciably. It is obvious that increased security measures will impact traveler satisfaction. Of the large American airports, Dallas/Fort Worth (my home base) rates highest in customer service, Kansas City is number one in the midsize group, and Houston Hobby is tops among the smallest ones. Airports continue to search for ways to improve satisfaction among travelers while also ensuring their safety, but finding that balance will continue to be a challenge.