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Author: Michael Taylor
Michael Taylor is managing director of travel, hospitality, and retail at J.D. Power. He is responsible for providing industry thought leadership and business improvement recommendations to the company’s clients in the airline, airport, and car rental segments. He works with airports around the world. Additionally, he develops insights on other airport topics such as concessions, services, and security. Mr. Taylor has also worked with nearly all major North American air carriers and major rental car companies to measure and manage customer satisfaction and loyalty.
The latest J. D. Power report on North American Airports was released a few weeks ago. At first glance, you might assume the worst. All across North America, overall satisfaction with the airport experience is down from a year ago. Not one of the Mega airports (the busiest 19 airports) improved their scores from 2021. Only San Francisco International Airport managed to maintain its score from 12 months ago. The rest had negative numbers for overall satisfaction with the airport experience. Among the Large and Medium airports, only a few airports were able to score higher in this latest data…