YVR ranks sixth among comparable airports for customer satisfaction: J.D. Power

Airports in Portland, Dallas, Tampa, Orange County and Raleigh rank higher than Vancouver’s

Vancouver International Airport's control tower is visible above the SkyTrain tracks | Sandor Gyamati

Vancouver International Airport (YVR) earlier this year ranked as the No. 1 airport in North America for the 10th consecutive year at the global Skytrax World Airport Awards, but a new study shows the airport falling to sixth place when it comes to customer satisfaction.

A new study by the consumer insights and advisory services firm J.D. Power released survey results on September 25 that showed Portland International Airport atop the category for large airports with a 833-point standing. That category covers airports that have between 10 million and 32.9 million passengers per year, which is the category that includes YVR.

The airports were graded based on terminal facilities; airport accessibility; baggage claim; security check; check-in/baggage check; and food, beverage and retail. 

Dallas Love Field ranked second with 826 points, followed by Tampa International Airport with 822 points, John Wayne Airport in Orange County with 815 points, and Raleigh-Durham International Airport with 804 points.

YVR came in at 801 points, barely ahead of Sacramento International Airport, which had 800 points. The other airports that rounded out the top 10 were: Nashville International Airport (795 points); Austin-Bergstrom International Airport (791 points); and William P. Hobby Airport in Houston, Texas (785 points).

Now in its 14th year, the study is based on responses from 32,276 U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past three months. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was conducted between October 2018 and September 2019.

medium sized airports

The survey evaluated two other categories of airport: mega airports and medium airports. Detroit Metropolitan Wayne County Airport (786 points) ranked atop the mega airports, which were those that processed 33 million or more passengers per year.

mega airports

Indianapolis International Airport was deemed the most popular medium-sized airport, with 833 points.

medium airports

gkorstrom@biv.com

@GlenKorstrom