Travelers flying through Chicago's two major airports, O'Hare and Midway, have found plenty of room for improvement, according to the latest J.D. Power survey. A new report has found that O'Hare and Midway airports are trailing almost at the back of the pack when it comes to passenger satisfaction. The Chicago Sun-Times details how the congested and outdated state of both airports contributed to their low rankings in the 2024 North America Airport Satisfaction Study.
The survey, which interviewed 26,000 travelers, saw O’Hare land the 18th spot among the 20 largest airports, while Midway placed 23rd out of 27 midsize airports. Revenue-conscious airport administrators might be particularly concerned with these findings, as the survey also revealed that happier passengers tend to open their wallets wider. Those reporting a “perfect” experience spent an average of $42.49, far outpacing the $24.66 spent by the average traveler, according to the Chicago Sun-Times.
However, officials at the Chicago Department of Aviation are looking to the future, with significant renovations planned that they hope will enhance traveler experiences. Among these are the already-begun O’Hare 21 Terminal Area Plan, slated to revamp the airport with new satellite concourses and a global terminal replacement for Terminal 2, with completion forecasted for 2028. In response to the rankings, the department emphasized its commitment to passenger experience and pointed to O'Hare's recent accolade as the "most connected" airport, a detail highlighted in a statement obtained by the Chicago Sun-Times.
While change may be on the horizon, the sentiment among travelers today reflects a clear desire for improvement. Crowding, the lack of modern amenities, and difficulty navigating terminals are the cruxes of the dissatisfaction. The latest from FOX 32 Chicago echoes these concerns and notes that airports that have already invested in enhancing their local identity and modernizing facilities are seeing the payoff in customer satisfaction, leaving Chicago's airports in a catch-up game.
The J.D. Power survey assessed factors including ease of travel, terminal facilities, concessions, and interactions with airport staff, marking a clear correlation between top-performing airports and those that prioritize a streamlined and pleasant passenger experience. This remains to be seen, but what's evident is the current state of traveler discontent as laid out by FOX 32 Chicago and the Chicago Sun-Times.
