San Diego airport's passenger satisfaction improves
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Inside SAN's new Terminal 1. Photo: Courtesy of San Diego International Airport
San Diego International Airport moved up in the rankings of this year's airport satisfaction survey by J.D. Power.
The big picture: With ease of travel driving passenger experience, the newly opened Terminal 1 could push that even higher in the future.
Driving the news: SAN ranked No. 15 among 27 large airports in North America, up from 22nd in 2024 and fifth-worst in 2023.
- The two biggest things that have an impact on people's satisfaction are the ability to get to the airport and how many passengers are in the terminal, J.D. Power's travel intelligence lead Mike Taylor told Axios. Satisfaction drops when construction and passenger lines go up, he said.
- After four years of construction at Terminal 1 and a record number of travelers in 2024, SAN's scores jumped this spring and summer.
Zoom in: While construction at SAN isn't going away anytime soon, the airport added more check-in kiosks, security screening lanes, baggage carousels, a parking plaza and a new roadway to reduce congestion inside and outside of Terminal 1.
- So far, passengers are thrilled with the upgrade, the Union-Tribune reported.
What they're saying: "So big, so open and so clean," Linda Vranich told the U-T this week.
- "Some airports, there's such a crush of people … But here, everything is so low-key. I'm sure during peak periods it's going to be a little more crowded, but there's still so much room," retired pilot Scott Becker told the U-T.
Between the lines: High-performing airports also lean into local flavor, according to Taylor.
- SAN added several local restaurants, retail shops and public art that show off San Diego's culture in the new terminal — the type of effort that fueled increases in passenger satisfaction at airports nationwide this year.
- "That's where we see good airports become great airports," he said.
Zoom out: Across North America, travelers were happier with their airport experiences overall compared to last year, as survey scores went up across the board.
- John Wayne Airport in Orange County ranked the highest among large airports for a second consecutive year, followed by Tampa International Airport and Dallas Love Field.
- Minneapolis-Saint Paul International Airport ranked the highest among mega airports, and Indianapolis International Airport took the top spot for medium airports.