Newark Liberty International Airport has been ranked last in customer satisfaction among the country's largest airports, according to a new report by JD Power. The survey evaluated the experiences of travelers at 20 "mega" airports, those serving 33 million or more passengers per year, across seven categories including ease of travel, terminal facilities, staff, and food options.
The 2024 North America Airport Satisfaction Study collected responses from 26,290 travelers between August 2023 and July 2024. Despite the impressive food and beverage offerings and the outstanding design of Newark's newest terminal, the airport's overall score was hampered by traffic issues and incomplete AirTrain service, making terminal access difficult.
On the other hand, Minneapolis-Saint Paul International Airport topped the list in the mega-airport category, followed by Detroit Metropolitan Wayne County Airport and Phoenix Sky Harbor International Airport. John F. Kennedy International Airport in New York secured the fourth spot.
Despite the negative ranking for Newark, the study found that 60% of North American airport passengers still enjoyed spending time in their airport. However, the report also noted a decrease in per-person spending on food, beverages, and other terminal items compared to the previous year.
The study's results come amid a boom in air travel, with record-high passenger volumes and rising travel costs. Despite these challenges, many airports continue to provide a satisfying experience for travelers, with local identity and unique offerings playing a significant role in customer satisfaction.