The annual North America Airport Satisfaction Study by J.D. Power has once again ranked Tampa International Airport as the top large airport based on customer satisfaction. The study utilized a 1,000-point scale and drew from 27,147 completed surveys, fielded between August 2022 and July 2023, from residents of the U.S. and Canada. A large airport is categorized as one that handles between 10 million and 32.9 million passengers annually.
The survey evaluated overall traveler satisfaction using six key factors:
1. Airport Accessibility
2. Check-in/Baggage Check
3. Security Check
4. Food, Beverage, and Retail
5. Terminal Facilities
6. Baggage Claim
Tampa International Airport achieved a satisfaction score of 832 out of 1,000. The airport services more than 90 nonstop destinations via multiple airlines such as American Airlines, Delta Air Lines, and JetBlue, among others. This Florida airport has also received prior recognition; it was ranked in the top 10 in America by CN Traveler in 2021 and named the best airport in North America for its size by Airports Council International in 2020.
Following closely behind Tampa, John Wayne Airport in Orange County, California, secured the second spot with a satisfaction score of 829 out of 1,000. Renamed in 1979 after the late actor John Wayne, the airport accommodates over 11.3 million passengers annually and roughly 130 commercial flights each day, as reported by the Newport Beach government website.
The third position went to Salt Lake City International Airport with a score of 825 out of 1,000. The Utah airport set a new passenger count record for the fiscal year between July 2022 and June 2023 with 26,421,401 passengers, marking a 22% increase in international travelers from 2019, as cited by Fox13. Additionally, aviation analytics company Cirium ranked Salt Lake City International as the most punctual airport in North America this year.
Here are the top 10 large airports in North America for 2023 based on the J.D. Power study:
1. Tampa International Airport (TPA)
2. John Wayne Airport, Orange County (SNA)
3. Salt Lake City International Airport (SLC)
4. Dallas Love Field Airport (DAL)
5. Raleigh-Durham International Airport (RDU)
6. Sacramento International Airport (SMF)
7. William P. Hobby Airport (HOU)
8. Louis Armstrong New Orleans International Airport (MSY)
9. San Antonio International Airport (SAT)
10. Calgary International Airport (YYC)
TIA's Ambitious Expansion Plans:
Officials from Tampa International Airport (TIA) recently outlined updates to the airport's master plan, addressing anticipated passenger growth and infrastructural improvements for the next 20 years. The plan aims to increase the airport's capacity to accommodate an expected rise in annual visitors from 23.5 million to 39 million.
One of the major components of the new master plan is the construction of a North Terminal. Slated to be built in phases, the terminal would occupy the space currently used for employee parking and air cargo facilities. Preliminary designs indicate the terminal could add up to 45 new gates to the existing 58. The design process is ongoing, with the objective of creating a terminal that is both flexible and responsive to community needs, according to airport consultant Pete Ricondo.
The North Terminal expansion is envisioned to ultimately increase the airport's capacity to handle between 55 to 60 million passengers annually. Ricondo also mentioned that the terminal will be particularly crucial after the completion of the delayed Airside D project, slated for 2027. "Airside D will carry the airport to about 35 million annual passengers, and then you're going to start feeling the pressure for more gates," he said.
Further improvements in the master plan include modernizing the Main Terminal's second-floor ticketing area and expanding its baggage claim. The plan also prepares for the integration of Advanced Air Mobility (AAM) technology, featuring electric aircraft capable of vertical takeoff and landing, which could facilitate short passenger flights and package deliveries between cities.
Previous versions of the master plan have led to ongoing expansion projects, including the SkyConnect Automated People Mover system, the SkyCenter One office building, Blue Express Lanes for efficient passenger drop-off and pick-up, and a state-of-the-art Rental Car Center.
TIA CEO Joe Lopano took the opportunity to emphasize the airport's growth and importance to the region. He noted that TIA is currently the 26th busiest airport in the United States and supports about 82,000 jobs. "We are truly the gateway to the west coast of Florida. We’re not just Tampa’s airport. We’re the region’s airport," Lopano said.
The last full master plan for TIA was launched in 2012, with an addendum completed in 2016. The Federal Aviation Administration mandates that a master plan be completed every 10 years.