Minneapolis MSP Tops JD Power Airport Satisfaction Study, Driven by Food and TSA Upgrades

Minneapolis-Saint Paul International Airport topped JD Power's North America Airport Satisfaction Study with a score of 660 out of 1,000, narrowly beating Detroit Metropolitan, Phoenix Sky Harbor, JFK and Dallas/Fort Worth. The study surveyed 30,439 travelers who had flown in the last 30 days in the United States and Canada.

JD Power's managing director Michael Taylor cited MSP's easy access, friendly staff, clean and impressive terminal facilities, and standout food, beverage and retail offerings as key drivers of the high rating. The data comes as the Transportation Security Administration reported more than 10 million travelers were screened over Labor Day weekend. Improvements to TSA PreCheck — which lets travelers keep belts, jackets and laptops on — and the addition of expedited lanes and discounts for U.S. military members under the Serve with Honor, Travel with Ease program, helped MSP rise to the top.

Airport executives say MSP's ranking reflects a broader push by other hubs to upgrade dining and retail options while juggling construction. Detroit, a past JD Power award winner, is upgrading its dining options, while JFK and Dallas/Fort Worth are in the middle of major construction projects that are affecting scores but promise a better experience down the line. Taylor said: "DTW is a past multiple JD Power award winner, this year they were just barely behind MSP in most dimensions and are making improvements to their food, drinks and retail, which should help them challenge for the top spot again," he said. "JFK is experiencing major construction which is disrupting access to the airport. This is likely to continue for the next few years with a greatly improved airport at the end of that time. DFW is phasing in and out of major construction, again with the objective of a better airport experience at the end of construction."

Chicago O’Hare International (ORD) got a poor score, largely due to overcrowding and overdue for terminal upgrades. Newark Liberty International finished last, hindered by access issues and air traffic problems. Newark is undergoing Terminal B construction and inter-terminal train restoration. Taylor noted that airports with access issues typically post lower scores across dimensions because anxiety during security and departure planning can dampen the travel experience. "JD Power has noted that airports that have access issues usually have difficulties achieving higher scores in most dimensions as access issues create a lot of anxiety for flyers who are trying to make a departure time," Taylor said. "If they are stressed for time, they can't enjoy what the airport has to offer." Atlanta’s Hartsfield-Jackson, the nation’s busiest airport handling 5.12 million passengers in August, only made the top 15 — though its food scene remains a crowd favorite.

The study underscores how security efficiency, access and the quality of dining and retail options influence traveler satisfaction, even as construction and renovation timelines pose challenges for some of the largest hubs.