New study ranks Toronto Pearson in top 10 for 'mega airport' satisfaction

Sep 19 2018, 6:59 pm

Toronto Pearson International Airport (YYZ) is barely above average when it comes to customer’s satisfaction amongst the ‘mega airports’ of North America.

JD Power’s 2018 Airport Satisfaction Survey, a global leader in consumer insights and analytics, ranked YYZ at 10th with a score of 761 – just a few points higher than the division’s average score of 758. It ranked behind San Francisco International Airport (763 points), tied with Charlotte Douglas International Airport, and is just ahead of Seattle-Tacoma International Airport (756 points).

The study separated North America’s air terminals into three categories: mega, large and medium-sized airports, based on passenger. The survey is based on a variety of factors including check-in, food, beverage and retail, accessibility, terminal facilities, security checks, amenities and baggage claim.

Each airport was graded on a 1,000 point scale, and every category was given an average grade.

Las Vegas McCarran International Airport and Orlando International Airport tied for first place with a score of 781, and New York City’s Newark Liberty International Airport ranked 25th – last in the division, with a score of 701.

JD Power's 2018 Airport Satisfaction Survey

JD Power 2018 North America ‘Mega Airport’ Satisfaction Survey

Canada’s next three largest airports made the separate ‘large airport’ division ranking.

Vancouver International Airport ranked 6th in its division with a score of 781 points, placing it above the category’s average of 760 points. Montreal’s score of 764 earned it an 8th spot ranking, while Calgary placed 16th with a score of 756.

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