Airports are more crowded, yet travelers’ satisfaction ratings are soaring

The nation’s airports are bursting at the seams with travelers, and yet fliers are giving airports high satisfaction ratings.

An annual survey by ratings company J.D. Powers reported this week that overall satisfaction levels for airports rose 6 points to 731 on a 1,000-point scale, compared to last year. The rankings are based on a survey of nearly 39,000 air travelers in North America.

The improved attitude may sound odd, considering that airports are more crowded, having to serve about 6% more fliers this year than in 2015.

Airport officials attribute the higher satisfaction levels to the completion of renovation projects across the country, many of them funded by more revenue from airport fees and bond measures.

Los Angeles International Airport, one of the nation’s busiest airports, got a ranking of 702, lower than the national average of 731, but significantly higher than its score of 670 last year, according to the report.

One explanation for the rising satisfaction level at LAX may be the $300-million renovation of Terminal 2, home of Aeromexico, Air Canada, Hawaiian Air, Qatar Airways and Virgin Atlantic.

As part of the upgrade project, several hip new eateries were added, including SeaLegs Wine Bar and Slapfish from Huntington Beach, pie-and-coffee stop the Pie Hole, Asian food Pick Up Stix, Fresh Brothers Pizza, organic fare from Ciabatta Bar and Built Custom Burgers.

“We’re very excited to see that our efforts and the ongoing multibillion-dollar investments in terminal renovations, new customer services and amenities, and innovative technologies are creating a positive guest experience at LAX,” said Deborah Flint, chief executive for Los Angeles World Airports. “The satisfaction results reflect the transformation taking place at LAX, and the way we see it, we only have one way to go: up.”

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