NYC Airports Mixed as National Passenger Satisfaction Rises, JD Power Finds

A new J.D. Power study shows that passenger satisfaction at U.S. and Canadian airports is trending upward in 2025, even as crowds and delays linger. The benchmark, based on surveys of travelers across the region, finds overall satisfaction on a 1,000-point scale rising by 10 points from 2024 to 2025. The improvement is attributed to upgrades in airport facilities and a major shift in how food, beverage, and retail offerings are curated.

"Even though we’re seeing record numbers of travelers, many of whom are dealing with delays and cancellations, passengers are still enjoying their airport experiences," said Michael Taylor, managing director of travel, hospitality, and retail at J.D. Power. "Improvements in airport facilities and a growing trend of bringing local culture into terminals have been major contributors to this increase in satisfaction."

John F. Kennedy International Airport ranked fourth among the country’s largest airports, or mega airports, in the study. The airport has expanded terminal spaces, streamlined security processes, and upgraded dining options as part of ongoing improvements, though long wait times and crowding remain familiar challenges at a hub that handles large volumes of travelers. LaGuardia Airport, categorized as a large airport for the survey, finished 17th out of 27 in that group, signaling room for enhancement despite acclaim for its recent makeover. Nearby Newark Liberty International Airport placed last among the mega airports in the study, underscoring continued pressure from high passenger volumes and congestion despite new terminals and renovations.

Among the mega-airport cohort, the top spot went to Minneapolis–Saint Paul International Airport for the second year in a row, followed by Detroit Metropolitan Wayne County Airport in second place and Phoenix Sky Harbor International Airport in third. In the large-airport tier, John Wayne Airport in Orange County, California, held the top position, with Tampa International Airport and Dallas Love Field rounding out the top three. In the medium category, Indianapolis International Airport continued its run as the top performer for the fourth consecutive year, trailed by Ontario International Airport and Buffalo Niagara International Airport.

The gains at airports like JFK are tied to a combination of tangible improvements and a broader industry push to modernize services. Taylor noted that operators are investing in terminal space, security efficiency, and more locally infused retail and dining concepts as a way to improve overall experience, even as traveler volumes rise. The report reflects a national trend toward more pleasant travel environments, even when disruptions persist.

For New York-area travelers, the news is mixed. JFK’s steady climb into the top tier of mega airports reflects progress on capacity and passenger flow, but lingering issues such as queues and crowding at peak times persist. LGA’s high marks for its post‑makeover experience contrast with the still-fierce demand on a regional scale, while Newark’s ongoing renovations have yet to translate into a substantially higher satisfaction score amid high traffic. As the nation’s airports continue to adapt to evolving travel patterns, the JD Power findings suggest the mood among passengers is improving, even if the path is uneven by hub.