"D/FW scores in airport customer satisfaction"

Wednesday, December 8, 2004

D/FW scores in airport satisfaction
By Bryon Okada
The Fort Worth (TX) Star-Telegram


D/FW AIRPORT - Quick-moving security checkpoints helped raise Dallas/Fort
Worth Airport's customer service levels, a new passenger satisfaction study
shows.

D/FW ranked fourth worldwide in overall passenger satisfaction among large
airports measured, the study from California-based consumer research firm
J.D. Power and Associates reveals.

Except for retail services, D/FW received above-average scores in all
categories used to measure overall customer satisfaction, said Linda
Hirneise, a J.D. Power partner and manager of global travel practices.

Security checkpoint wait times _ mostly the purview of the Transportation
Security Administration and not airports _ hurt the rankings of several
airports, including Washington Dulles, Denver and Los Angeles Internation.
Quick lines helped D/FW.

"The TSA is proud to contribute to D/FW's overall passenger satisfaction
rating," said Andrea McCauley, spokeswoman for the TSA at D/FW. "Customer
services is very important to us and we try to achieve the highest levels
every day."

The fifth annual study measures customer satisfaction in categories such as
check-in process, food and beverages, retail, airport security, terminal
facilities, baggage claim and _ for big airports _ immigration and customs.

"We are quite pleased with the survey results because our goal is to make
D/FW a truly international airport of customer amenities," D/FW spokesman
Ken Capps said.

Among large airports, Hong Kong, Orlando and Denver airports ranked ahead of
D/FW. New York John F. Kennedy, Madrid, Paris De Gaulle and Los Angeles
International airports ranked worst.

San Antonio and Calgary airports tied for best overall passenger
satisfaction among medium-size airports.

In the new small airport category, Dallas Love Field ranked fifth-worst
among 20 airports measured. Love Field scored poorly in all categories
except for food and beverage and retail services, Hirneise said.


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