Cleveland Hopkins, once again, and not surprisingly, is among the rest.
Literally, according to J.D. Power’s 2019 survey of customer satisfaction of mid-sized airports in North America, where Hopkins fell second to last in the rankings, notching a 755 out of 1,000 on the point scale.
Its two-circle rating qualified it in “The Rest” category of satisfaction, and it escaped falling in dead last by only one point to the Kahului Airport.
Congrat, Cleveland.
The survey’s key findings overall:
Traveler satisfaction stagnates after several years of growth: The overall customer satisfaction score this year for North American airports is 762, up 1 point from 2018. The modest performance is attributable to lower-than-average facility access scores, with larger numbers of travelers citing construction-related delays getting into and out of the airport.Sign up for Scene’s weekly newsletters to get the latest on Cleveland news, things to do and places to eat delivered right to your inbox.Light at the end of the tunnel: The common bond among top-performing airports such as Detroit Metropolitan, Portland International and Indianapolis International is relatively new facilities that accommodate increased passenger volume, incorporate localized food and beverage offerings and offer easy access. Airports that can handle larger numbers of passengers while providing such experiences see a payoff in the form of improved satisfaction scores.
Improved TSA processes, biometric screening improve security efficiency: The experience of getting through airport security—a perennial drag on airport satisfaction scores—has improved 5 points due to improved TSA processing and more widespread adoption of biometric screening technologies that move passengers through security faster.
This article appears in Sep 25 – Oct 1, 2019.
And this is what we have to show for having one of the highest landing fees in the nation!!! Its apparent that the city needs to get out of the airport business, and let somebody actually competent run the place… And I dont mean cronies of Taxin Jackson either!!!
Its so nice that former airport director Ricky Smith tore down the large parking garage structure, and replaced it with a simple surface lot so your vehicle can be either left out in the hot sun, or cold, snow and ice, instead of being at least in a sheltered parking facility!!!
Get the airport, and any other thing of use, out of the hands of the city of Cleveland.
How much more evidence like this is needed befe people realize that anything the city touches, turns to crap?
There seems to be no escape, since the county is not much better.
I don’t really get it. The airport is easy to get to on the highway and directly accessible on the red line. There are hardly any lines. There are plenty of cafes. We do have a problem with flights being more expensive and there are not enough flights (especially direct). So maybe it’s commuters that don’t like the airport — because as a local, I like the airport a lot and it serves my needs really well. Compared to airports in other (larger) cities that I’ve lived in, I prefer Cleveland-Hopkins. But commuters are where all the big $$ are.
I don’t see much difference between Indianapolis or Cleveland . Used both frequently. There’s seems a bit larger but not much different. I don”t get these surveys. Unfair money stream for Cleveland. We have to divide any state support with Cincinnati and Columbus. Whereas Single city states Like Indianapolis, Detroit, Chicago get ALL the states money. Ohio has to divide up money.