The largest contributions to higher passenger satisfaction were the check-in and the food, beverage, and retail experiences—showing that the construction enhancements and new amenities are not going unnoticed. Meanwhile, the addition of self-service kiosks at check-in has reduced much of the frustration caused by waiting in long lines and provided the extra benefit of allowing passengers to move at their own pace for tagging luggage and printing boarding passes. These simple factors of decreasing frustration during the check-in process and improving food and retail experiences have led to the highest-ever overall customer satisfaction in the 13 years since the J.D. Power survey was established.
Decreasing frustration during the check-in process and improving food and retail experiences have led to the highest-ever overall customer satisfaction.
In a separate study conducted by travel site Upgraded Points, the criteria for choosing the best and worst airports across the states included not only the overall satisfaction factors from the J.D. Power survey, but also the timeliness of flights, ease of access to the nearest city center, and airport amenities. While San Francisco International Airport and Sacramento International Airport ranked in the top five, Hollywood Burbank Airport scored poorly and ranked in the worst 10 airports across the country.
And now, for the moment you’ve been waiting for:
The best airports in California
1. John Wayne Airport (SNA)
2. Sacramento International Airport (SMF)
3. Ontario International Airport (ONT)
4. San Francisco International Airport (SFO)
5. Hollywood Burbank Airport (BUR)
6. San Diego International Airport (SAN)
7. San Jose International Airport (SJC)
8. Oakland International Airport (OAK)
9. Los Angeles International Airport (LAX)