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J.D Power Released its Annual 2020 Airport Satisfaction Study and San Antonio International Airport Makes the List in the Medium Airport Category

Published on Thursday, September 24, 2020

J.D Power Released its Annual 2020 Airport Satisfaction Study and San Antonio International Airport Makes the List in the Medium Airport Category

CONTACT: Tonya Hope, O: 210-207-1515 


SAN ANTONIO (Sept. 24, 2020) – San Antonio International Airport (SAT) was ranked in the top 15 in the J.D Power 2020 North America Airport Satisfaction Study. SAT was the only Texas airport to be measured in the Medium Airport Overall Customer Satisfaction Index Ranking. This category ranks airports with 4.5 to 9.9 million passengers a year.
“Among all airports, SAT ranks among the top 15 airports in our survey as a result of its continued emphasis on customer service and great operational performance across all the factors that J. D. Power measures.  SAT partners especially well with TSA, and passengers highly rate their experience passing through security.  SAT’s commitment to creating a smooth experience, even during this COVID 19 crisis, is apparent in its consistently high scores.” said Michael Taylor, J.D. Power.
In 2019, SAT scored 813 points.  This year, SAT scored 811 points, achieving a ranking of #10.  The average score in 2020 was 812 points on a 1,000-point scale. This year SAT tied with Ontario International Airport in California in overall passenger satisfaction in North American Medium Airports.
“We are pleased that travelers recognize some of the efforts made at the airport to make each passenger’s experience easier, enjoyable and stress free,” said Jesus H. Saenz, Director of Airports, San Antonio Airport System. “This year an interactive and educational play area and new food, beverage and retail options were added to the terminals. We also added Valet Parking and multi-airline self-check-in kiosks. Additionally, a new website was also unveiled to assist travelers with the most updated information and easily accessible resources.”
The study, which is now in its fifteenth year, is based on completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences during the past 30 days. The study was fielded from August 2019 through July 2020. The study measures overall traveler satisfaction and tracks data by looking at six factors:

  • Terminal Facilities
  • Airport Accessibility
  • Baggage Claim
  • Security Check
  • Check-in/Baggage Check
  • Food, Beverage and Retail

Travelers were asked a series of questions and based on the data collected, San Antonio International Airport scored high in the following categories:

  • Ease of Arriving and Leaving Both Terminals
  • Attractiveness of Airport Grounds
  • Cleanliness at Check-in
  • Ease of Finding Check-in
  • Traffic Flow at Check-in/Baggage Area
  • Ease of Getting to Gate
  • WiFi Service
  • Professionalism of Retail
  • Quality of Retail
  • Professionalism at Security Check
  • Time Required at Security Check

“This is exciting for our team because we have plans to bring several new initiatives to SAT: smart restrooms, a new terminal management team and aesthetic improvement plans for our Customs area. Our goal is to consistently exceed our customer’s expectations” said Karen W. Ellis, Chief Customer Experience Officer.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe.
This year’s study was based on more than 26,000 surveys.

Number of views (712)

Author: Melanie Morales (GPA)

Categories: City News, Aviation