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Love Field tops airport customer satisfaction survey

Dallas Love Field spent millions on new concessions, including one of many new kiosks, in its new terminal prior to the Wright Amendment restrictions lifting in 2014. (Star-Telegram/Ron T. Ennis)
Dallas Love Field spent millions on new concessions, including one of many new kiosks, in its new terminal prior to the Wright Amendment restrictions lifting in 2014. (Star-Telegram/Ron T. Ennis) Star-Telegram

With new concessions, power outlets at every gate seat and quick security lines, Dallas Love Field tops a new airport customer satisfaction survey.

The survey, conducted by J.D. Power and released on Wednesday, rated airports on a 1,000-point scale on its terminal facilities, accessibility, security check, baggage claims, check-in/baggage check and terminal shopping. Among mid-sized airports, Love Field scored 792, tieing it for first place with Southwest Florida International Airport.

“Most airports have really made a tremendous shift over the past six years and are now focused on managing the end-to-end experience for travelers,” said J.D. Power executive Rick Garlick.

Among large airports, Portland International Airport ranked the best with a score of 791. Dallas/Fort Worth Airport was in the middle of the pack, ranked 15th with a score of 726.

Overall traveler satisfaction with airports averaged 725 points, up from 690 the last survey which was conducted in 2010. The average score at large airports rose to 719, up from 665, J.D. Power found.

The survey, which was based on responses from over 21,000 travelers that took a flight between July and October, found that customers who are satisfied with their airport experience tend to spend more, about $29 at a large airport and $24 at a medium airport. Millennials are more satisfied with airports than any other generational group and spend fewer than 50 minutes in the terminal, spending an average of $25.

“Making sure travelers can hear flight announcements and having ample seating and outlets for charging electronics around a gate also lift satisfaction with terminal facilities by more than 130 index points,” the survey says.

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