Detroit Metropolitan Airport ranked by J.D. Power as #1 in Customer Satisfaction for Mega Airports
DETROIT (September 20, 2023) – Detroit Metropolitan Wayne County Airport (DTW) is, once again, ranked number one in customer satisfaction for mega airports according to the J.D. Power 2023 North America Airport Satisfaction Study. DTW scored 800 points on a 1,000-point scale in the mega airport category (33 million or more passengers per year). That’s nine points higher than in 2022 and 14 points higher than 2019 when DTW last received this honor.
“I’m incredibly proud of our team whose tireless efforts and commitment to our customers earned this prestigious award,” said Wayne County Airport Authority CEO Chad Newton. “We are always striving to remove the stress from travel and ensure our customers are safe, comfortable and satisfied when flying into or out of DTW. This recognition, which comes on the heels of our ACI World ASQ Award, shows we are listening to our customers and responding to their needs. J.D. Power has long been respected as a global leader for customer insights, making this award especially meaningful.”
The J.D. Power annual study surveyed more than 27-thousand customers across six factors (in order of importance): terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail services. DTW scored the highest in terminal facilities, security check, and food, beverage and retail services.
DTW credits its strong relationship with federal partners, including Customs and Border Protection (CBP) and the Transportation Security Administration (TSA), for the high security check score.
“TSA is laser-focused on staying ahead of emerging threats to provide a safe and efficient security screening experience for the traveling public through innovative technology solutions and the hard work of our highly skilled workforce,” said TSA Federal Security Director for Michigan, Reggie Stephens. “This honor is a reflection of the strong partnership with Detroit Metropolitan Wayne County Airport, and we look forward to continued collaboration as we deliver a top-tier security experience.”
The Airport Authority and its partners consistently prioritize continuous improvement across the DTW campus. In the past year, the airport has expanded the use of biometric/facial recognition technology to speed up the boarding process, reconceptualized concessions locations, as well as implemented several improvements in the Evans Terminal including renovating the Pet Relief Area, adding Step-N-Wash step stools in restrooms, installing USB charging ports, and refreshing the Hydrate Kids Play Area.
“Receiving the J.D. Power Award is a tremendous honor for DTW,” Newton said. “We are always looking to raise the bar for customer service as we take Detroit to the world and bring the world to Detroit.”
DTW earned the J.D. Power Award in 2019 and 2010*. For more information about the North America Airport Satisfaction Study, visit http://www.jdpower.com/pr-id/2023117.
* Detroit Metropolitan Wayne County Airport received the highest numerical score among large airports (30+ million passengers/year) in the proprietary J.D. Power 2010 North America Airport Satisfaction StudySM the highest score among mega airports (33 million or more passengers per year) in the J.D. Power 2019 & 2023 North America Airport Satisfaction Study of customers’ satisfaction with the airport they traveled through. Visit jdpower.com/awards for more details.
Detroit Metropolitan Wayne County Airport (DTW) welcomed more than 28 million passengers in 2022. As one of the world’s leading air transportation hubs, DTW offers service from 16 scheduled passenger airlines. Michigan’s largest airport offers approximately 800 flights per day to and from more than 125 nonstop destinations on three continents. With two award-winning passenger terminals, six jet runways, and an onsite AAA Four-Diamond Westin Hotel, DTW is among the world’s most efficient, customer friendly and operationally capable airports in North America. Detroit Metropolitan Wayne County Airport earned Airports Council International’s 2020 and 2022 Airport Service Quality Award for Best Airport by Size and Region (25 to 40 million passengers per year in North America). DTW is operated by the Wayne County Airport Authority, which also operates nearby Willow Run Airport – an important corporate, cargo and general aviation facility. The Airport Authority is entirely self-sustaining and does not receive tax dollars to support airport operations. Visit www.metroairport.com for more information.