The Logan International Airport ranked near the bottom for customer satisfaction among the mega
airports, according to the results of this year’s J.D. Power survey.
The Logan airport ranked 15 of 18, below average, in the “mega airport” category. At Logan, where
there is no therapy pig, customer satisfaction was 733 on a scale of 1,000. The Orlando International Airport won top position among all the mega-facilities, J.D. Power’s 2017 North American Airport Satisfaction Study said. Newark Liberty International Airport scored lowest in customer satisfaction.
In an interview, Michael Taylor, travel practice lead at J.D. Power said that category, however, was exceptionally competitive.
Fortunately, travelers are more pleased than before with their America’s airport experiences. A survey released this current week by J.D. Power found that America’s airplane terminals are doing a superior work in keeping the customers happy. General customer satisfaction touched an all-time high in 2017. On a scale of 1,000, airplane terminals in all categories scored 749 which is 18 points higher than the previous year.
Logan International airport saw its score in the new J.D. Power North America Airport Satisfaction
Survey go up considerably. Still, that progress from 689 to 733 on a scale of 1,000 for Logan
International Airport failed to keep pace with other mega airports, which made greater gains across the board.
J.D. Power overviewed around 34,695 North American travelers. All of them had traveled through at
least one North American air terminal in the previous 3 months. They were asked to rank air
terminals on the basis of 6 aspects. Arranged by significance, they are terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; and food, beverage, and retail.
Michael Taylor, travel practice director at J.D. Power, ascribes the higher score to enhanced TSA
checkpoints, new airplane terminal innovations, and more personal touches, for example, therapy
dogs (Phoenix Sky Harbor International), 30 therapy ponies (Cincinnati/Northern Kentucky
International), and even a therapy pig (San Francisco International), to help calm stressed customers.
Continuous improvements at the Logan airplane terminal should help bring its score much higher in
2018. Refurbished Terminal C and Terminal E, British Airways newly opened a modish new lounge.
Logan is also incorporating new eateries. There are also new bridges that connect the terminals to
the parking.
Maybe the inclusion of a therapy pig and a couple of ponies could put Logan International Airport on top of the chart in 2018.