Two Hawaii airports rank low for traveler satisfaction – Pacific … – The Business Journals

Daniel K. Inouye International Airport in Honolulu and Kahului Airport on Maui have both received low rankings for overall customer satisfaction, according to a Sept. 20 report by J.D. Power.
Among the 28 largest airports in North America, Daniel K. Inouye International Airport ranked in second to last place at No. 27, with a score of 753 out of 1000. Out of the 17 medium airports, Kahului Airport ranked in last place at No. 17 with a score of 771 out of 1000.
Overall traveler satisfaction at medium, large and mega North American airports was calculated based on six factors: terminal facilities; airport arrival and departure; baggage claim; security check; check-in and baggage check; and food, beverage and retail. Results are based on 27,148 surveys taken between August 2022 and July 2023 of U.S. and Canadian residents who had traveled through at least one U.S. or Canadian airport during the past 30 days, according to J.D. Power.
The No. 1 mega airport for traveler satisfaction is Detroit Metropolitan Wayne County Airport in Michigan. In last place on the list of mega airports for traveler satisfaction was Newark Liberty International Airport in New Jersey, as noted in the study.
Topping the list of large airports for traveler satisfaction is Tampa International Airport in Florida, while ranking in last place on the list is Philadelphia International Airport in Pennsylvania.
The No. 1 medium airport for customer satisfaction is Indianapolis International Airport in Indiana, while Kahului Airport ranked lowest on the list at No. 17, according to the report.
“While airports are doing a good job coping with the current issues, there is still more they could do to improve passenger experience while also improving their own bottom lines,” Michael Taylor, managing director of travel, hospitality and retail at J.D. Power, said in a statement. “Happy passengers spend a lot more money at the airport, so ongoing efforts to spread passenger volumes throughout the day and deliver superior service at all customer touchpoints will be critical.”
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