Among “medium” North American airports, CLE ranked last out of 15 surveyed, scoring 580 out of 1,000 in J.D. Power’s overall customer satisfaction index ranking.
CLEVELAND — While Cleveland Hopkins International Airport (CLE) is continuing to experience a surge in passengers coming out of the COVID-19 pandemic, a new study from J.D. Power shows that the airport still has a long way to go in terms of traveler satisfaction.
The 2024 North America Airport Satisfaction Study from J.D. Power measured overall passenger satisfaction with mega, large and medium North American airports by examining their experience across seven core dimensions.
Here are the dimensions in order of importance:
- Ease of travel through airport
- Level of trust with airport
- Terminal facilities
- Airport staff
- Departure/to airport experience
- Food, beverage and retail
- Arrival/from airport experience
Mega airports are defined as those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 …
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