Two Years Running: J.D. Power Names Indy Airport The Best Again

(INDIANAPOLIS) – They did it again – the Indianapolis International Airport (IND) has earned the top spot from J.D. Power for customer satisfaction among medium-sized airports in North America for the second year running, and the third time in the past five years.

The J.D. Power 2020 North America Airport Satisfaction Study is considered a prestigious benchmark for measuring customer satisfaction based on feedback. The Indy airport has earned top honors with J.D. Power in 2019 and 2016 for best medium-sized airport and in 2010 for best small airport.

“Customer experience is the great differentiator,” said Indianapolis Airport Authority Executive Director Mario Rodriguez. “Passengers rate IND at the highest levels year over year with J.D. Power and other industry organizations because we believe public value is realized through a top facility and excellent customer service.”

Overall passenger experience in the J.D. Power study is based on six key factors: airport arrival/departure (getting to and leaving the airport), check-in/baggage check, security check, food, beverage and retail, terminal facilities (concourses, lounges, signage, restrooms and gate areas), baggage claim.

The Indy airport received an overall customer satisfaction score of 866 out of 1,000, which is the highest in the medium-sized airport category and the highest score among all airport sizes.

“Although the pandemic and its consequences have affected our industry greatly, our team that is not immune to the impact of COVID has continued to perform above and beyond what is expected,” said Rodriguez. “This award is such a strong message of affirmation to our employees whose unwavering Hoosier Hospitality, along with the other dedicated tourism and hospitality employees throughout our city, makes a profound impact on travelers’ experience.”

Indy airport employees have diligently worked over the past several months to help protect travelers during the pandemic, including around-the-clock robust cleaning throughout high-congregation areas and restroom facilities in the terminal, installing Plexiglass shields where passengers and staff interact, setting up numerous hand-sanitizing stations, and posting ground markings and signage to help encourage proper social distancing.

“So many dedicated people come together daily to make IND the top-rated airport in North America, year over year,” said IAA Board President Barbara Glass. “This year has certainly been like none other, and yet so many who work here – especially our essential workers – have been unwavering in their commitment to providing a top customer experience in light of so many challenges. They are heroes as well.”  

Earlier this year the Indy airport was recognized by Travel + Leisure Magazine as the best airport in the U.S. and the Airports Council International—North America as the top pick among midsized airports in North America as well. IND has been ranked by Travel + Leisure for five years running and has taken the top spot with the ACI-NA for eight years running, and nine years overall.

“We’re proud to call the Indianapolis International Airport the gateway to our city,” said Indianapolis Mayor Joe Hogsett. “This award-winning facility, through its caring people, provides a warm welcome to travelers far and wide and represents the very best in Hoosier Hospitality.”

Click here to see the full results of the J.D. Power 2020 North America Airport Satisfaction Study.

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