Passenger satisfaction with O’Hare International Airport and Midway Airport is dropping as air travelers return to Chicago, a new study shows.
Both of Chicago’s airports ranked below average for customer satisfaction among similarly sized airports, according to J.D. Power’s 2022 North America Airport Satisfaction Study, made public Wednesday. Among the country’s biggest airports, only Newark Liberty International Airport in New Jersey ranked below O’Hare.
The move to second-to-last marked an improvement for O’Hare from the 2021 study, when it ranked at the very bottom of the nation’s mega-airports. Still, though O’Hare no longer leaves passengers the least satisfied, the airport’s overall satisfaction score dropped this year.
The drop in scores at Chicago’s two airports reflects a nationwide trend, according to J.D. Power. Satisfaction with airports across the country fell as travelers encountered crowded terminals, fewer flight options, rising prices and labor shortages at airports and airlines, the study found.
The decline in satisfaction is expected, and is likely to continue through the next several months, said Michael Taylor, travel intelligence lead at J.D. Power. After that, the effects of inflation on travel demand and airport crowding remain to be seen, he said.
“There are more people in these airports,” he said. “And the higher the passenger volume, the lower the satisfaction.”
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