Among 21 big U.S. airports, the Philadelphia International Airport ranks 20th in terms of passenger satisfaction, according to the latest J.D. Power North America Airport Satisfaction Study.
The airport received 715 out of 1,000 points. The score is a compilation of passenger’s ratings on terminal facilities, airport accessibility, security, and baggage handling.
Among big airports, John Wayne airport in Orange County, California came out on top. Orlando is the top “mega airport” in terms of customer satisfaction.
The Philly airport’s score is actually a bump up from the 2016 rating, when it garnered 688 points. The opening of a new-and-improved Terminal F in late October might have helped—the American Airlines hub underwent a $35 million renovation that improved passenger connections between the terminal and the rest of the airport and expanded the baggage claim area.
Of the report findings, airport spokeswoman Mary Flannery told the Inquirer, “We take customer service very seriously and work hard every day to improve the passenger experience. We will be reviewing the findings to look for ways to continue to improve.”
In fact, the airport recently agreed this year to $900 million worth of improvements. Up first is the $32.8 million renovation of Terminal B, which is already underway and will bring updates like iPads for ordering food and new restaurants.
But it’s not just the terminals and runways that the airport wants to improve. The 130 acres surrounding the airport will also be redesigned as part of its Image Maker design competition. The airport and Pennsylvania Horticulture Society (PHS) recently announced the competition’s five finalists, landscape architecture firms that have been tasked with redesigning the terrain with the goal of leaving a better first and last impression on travelers flying in and out of Philly.