Orlando International Airport Ranked #1 for Overall Customer Satisfaction

Press Release

ORLANDO, FL — The traveling public has spoken and Orlando International Airport (MCO) is their choice as the top mega-airport in North America. In the 2017 J.D. Power North America Airport Satisfaction StudySM released today, MCO ranked highest in the Mega Airport category (32.5+ million annual commercial passengers). With a score of 778, Orlando International had the widest margin over second place of any of the three size classifications.

“This distinction is the result of a team effort by our Board, staff and outstanding collection of airport partners to provide the traveling public with the finest airport experience,” said Frank Kruppenbacher, Chairman of the Greater Orlando Aviation Authority. “We are gratified that our commitment to excellence in customer service and overall airport quality is being recognized.”

”Orlando International Airport is an important contributor to the vitality of Central Florida and this recognition reinforces that stature,” said Phil Brown, Executive Director of the Greater Orlando Aviation Authority. “The entire airport community can take great pride in knowing that our efforts are appreciated by the customers we serve and strive to impress.”

The survey measures overall traveler satisfaction with mega, large, and medium North American airports by examining six factors (in order of importance): terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; food, beverage and retail.

Making MCO’s performance in the six base factors even more impressive is that the travelers’ evaluations came while the airport is in the in the middle of a $3.5 billion construction and renovation project.

Now in its 12th year, the J.D. Power study is based on responses from 34,695 North American travelers who traveled through at least one domestic airport with 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 fielded from January through August 2017.

According to J.D. Power, the study provides actionable insights that can support industry stakeholders in improving their performance. Understanding what pleases the flying public and where their priorities lie are the first steps in creating an outstanding airport experience. With this knowledge, airport managers and administrators can shape the entire customer experience to be as easy, pleasant, and rewarding as possible: from getting to the airport, to checking in, going through security, shopping and eating in the terminal, and getting to the gate.

Basic MCO information:
With more than 43 million annual passengers, MCO is the second busiest airport in Florida and 13th busiest in the U.S. The airport is centrally located and within a two hour drive for 60 percent of the state’s residents. MCO has 18,000 employees and generates $31 billion in revenue for the regional economy. Orlando International Airport strives to value and delight its customers through an airport-wide design concept known as The Orlando Experience®.