In the midst of an ambitious terminal project, Pittsburgh International Airport has seen a notable rise in passenger satisfaction, tying for 12th place among medium-sized airports in the latest J.D. Power & Associates ranking. The airport's overall customer satisfaction index has hit 639 out of a possible 1000 points, according to a survey that gathered opinions from 30,439 travelers between July 2024 and July 2025, reported by WPXI.
The rankings reflect an assortment of factors, including ease of navigation within the airport, amenities, staff interactions, and the quality of food and retail options. Notably, Pittsburgh ranked higher than Cleveland-Hopkins International Airport, which scored 611 but did not ascend as high as Indianapolis International Airport, with an impressive 713 points on the satisfaction scale, according to WPXI's coverage of the J.D. Power survey.
Expectations for an even greater boost in satisfaction are underway as the airport nears the completion of a new landside terminal. The travel intelligence expert, Mike Taylor, believes the new structure could elevate Pittsburgh’s position in next year's rankings due to its modern architecture and improved passenger experience. In a statement detailed by TribLIVE, Allegheny County Airport Authority spokesman Bob Kerlik acknowledged the limitations of the current facilities and emphasized the need for the new project by stating, “We’re glad to have moved up this year, but we are aware that our existing facilities don't match the needs of the Pittsburgh market today. That’s why we’re building Pittsburgh’s new airport.”
With a total budget revision to $1.7 billion, the new terminal is anticipated to revamp passenger experiences from security to amenities, including the arrival of a new local coffee shop, Cafe Conmigo of Wexford. Despite no official opening date, the project was nearing 92% completion in July, and ongoing community engagement hints at imminent public access, as reported by TribLIVE.
