The combined scores for all North American airports averaged 690 on a 1,000-point scale, up from 675 in 2008. That factor, combined with several small airports soaring in the rankings, caused Bob Hope Airport to slip, said Stuart Greif, vice president and general manager of the global travel and hospitality practice at J.D. Power and Associates.
“It was a positive improvement from where Bob Hope Airport was before,” Greif said. “It’s just so many other airports stepped up their scores.”
Passengers were more satisfied with the services offered at smaller airports, which were generally less congested than larger ones, Greif said. Bob Hope Airport handled roughly 4.6 million passengers last year, compared with more than 31 million at Detroit’s airport, which was the top-scoring large airport.
Bob Hope Airport posted an overall score of 707, while the top-ranked small airport, Indianapolis International, scored 777.
The firm, which did not release a study last year, conducted the most recent survey between January and December 2009.
While technology helped increase convenience for travelers nationwide — Bob Hope Airport last year partnered with Google to offer free wireless Internet — areas with the greatest impact on passenger satisfaction were speed of baggage delivery; ease of check-in and baggage check; comfort in airport terminals; and the amount of time required for security checks, according to the survey.
Bob Hope Airport, one of about 15 nationwide to install a specialized electronic detection system after Sept. 11, 2001, received high marks in the areas of security, check-in and baggage services.
