Passengers approach the security checkpoint at Jacksonville International Airport in December of 2023. | Dan Scanlan, Jacksonville Today
Published on September 19, 2024 at 11:53 am
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If you’re a satisfied traveler when you fly out of Jacksonville, you’re not alone. The Jacksonville International Airport ranks No. 2 in the nation for customer satisfaction, according to a new study by J.D. Power.
The airport’s score was one point shy of tying with the No. 1 midsize airport: Indianapolis International. Southwest Florida International Airport is No. 3. Midsize is defined as serving between 4.5 million and 9.9 million passengers per year.
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The analytics firm’s 2024 North America Airport Satisfaction Study measured overall passenger
satisfaction “by examining their experience across seven core dimensions (in order of importance):
- Ease of travel through airport;
- Level of trust with airport;
- Terminal facilities;
- Airport staff;
- Departure experience;
- Food, beverage and retail;
- Arrival experience
Jacksonville Aviation Authority CEO Mark VanLoh said in a news release, “To receive this recognition during a period of record-breaking passenger traffic speaks to the importance we place on the traveler’s experience in and around the terminal. Over the past two years we built a third economy lot, expanded the security checkpoint and added local favorites like Southern Grounds and Angie’s Subs. Construction is also underway on an additional parking garage and a third airport concourse.”
More changes are also on the way for the airport, which recently broke ground on Concourse B, adding six new gates, new lounges and more dining options for travelers. The JAA is also in the early stages of construction for a third parking garage, which will add approximately 2,000 spaces. Both projects are
estimated to be complete in late 2026.
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“Huge air travel demand has not slowed down in North America, despite the steadily rising costs of flights, ground travel, hotel rooms and pretty much anything you can buy in an airport,” said Michael Taylor, managing director of travel, hospitality and retail at J.D. Power in a news release. “Most travelers are still enjoying the experience. However, we are starting to see a breaking point in consumer spending, with average spend per person in the terminal declining significantly from a year ago.”
The survey found that passengers this year spent $3.53 per person less than they did in 2023 on food, beverage and other items in the terminal. The decline was the greatest at large airports, where passengers have reduced their spending by an average of $6.31.
