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Written by: E. George
Published September 24, 2024 @ 11:50 AM ET
FULTON COUNTY, Ga. – Hartsfield-Jackson International Airport (ATL), recognized as the busiest airport in the world, has received a disappointing ranking in the 2024 North American Airport Satisfaction Study conducted by J.D. Power. The findings, released on Wednesday, show that ATL ranks 17th out of 20 airports in the “mega airports” category, placing it ahead of only Chicago O’Hare, Toronto Pearson, and Newark Liberty airports.
A significant factor influencing Hartsfield-Jackson’s low satisfaction score is the perception of overcrowding among travelers. The airport recorded an overall score of 574 out of a possible 1,000, falling short of the mega airport average of 595.
According to Michael Taylor, J.D. Power’s managing director of travel, hospitality, and retail, “There’s a lot of overcrowding in Atlanta. It’s like Mardi Gras every day in there.” He emphasized that while the airport’s high passenger volume is a testament to its popularity, it also complicates navigation for travelers.
The study shows the difference in satisfaction scores based on crowd perceptions. Airports deemed “not at all crowded” had an average score of 736, while those considered “severely crowded” saw scores drop dramatically to 429. This trend suggests that the sheer volume of travelers at Hartsfield-Jackson has a significant impact on the overall travel experience.
Despite the recent challenges, Hartsfield-Jackson continues to manage an impressive passenger volume, handling 104.7 million travelers in 2023. This figure solidifies its status as the world’s busiest airport. However, the airport experienced a 3.6% decline in passenger traffic in July, primarily attributed to mass flight cancellations by Delta Air Lines following a CrowdStrike outage. Despite these setbacks, the airport anticipates a year-over-year increase in passenger numbers in 2024.
In response to its congestion issues, Hartsfield-Jackson is undergoing a major modernization effort known as ATLNext. This multibillion-dollar initiative aims to alleviate some of the overcrowding problems that have plagued the airport.
Key projects include the expansion of Concourse D—ATL’s narrowest concourse—along with the construction of new parking decks and terminal renovations. As of September 4, 2024, workers are finalizing the first phase of this project, which aims to widen Concourse D and improve overall passenger flow.
In the mega airports category, the top-ranked airport was Minneapolis-St. Paul International, with a score of 671. Notably, like Atlanta, Minneapolis-St. Paul serves as a hub for Delta Air Lines. Other top performers in the study included Detroit Metropolitan Wayne County (643), Phoenix Sky Harbor International (633), and New York’s John F. Kennedy International (628).
Interestingly, local ambiance plays a critical role in enhancing airport satisfaction. According to the study, airports that “celebrate the region” through local restaurants, shops, signage, and decor generally perform better. Approximately 70% of passengers expressed a belief that their airports genuinely reflect the character of their cities or regions.
This year’s J.D. Power airport satisfaction study differs from past editions in its approach. The 2024 study evaluates several aspects of the travel experience, including ease of navigation, trust in airport operations, terminal facilities, staff interactions, and food and retail offerings.
The data was collected from 26,290 surveys completed by U.S. and Canadian residents who traveled in the past 30 days, providing a comprehensive overview of current traveler sentiments.