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People Love John Wayne Airport And Hate LAX, According To New Satisfaction Rankings

(Photo by Matthew Dillon via LAist Feature Photos pool on Flickr)
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LAX scored 18th in a list of 19 "mega" airports for overall passenger satisfaction, whereas John Wayne Airport in Orange County scored first in a list of 22 "large" airports. The rankings come from J.D. Power, which put out its 12th airport rankings yesterday. LAX suffered in particular because it's currently "in the thick of massive construction efforts," which creates "traveler disruption" and "access challenges."

LAX, which is the third busiest airport in the nation, has undergone a number of construction efforts recently: Delta moved terminals, prompting many other airlines to switch as well; American Airlines announced a massive investment to their terminals at the airport; and the people mover and other public transportation efforts are still underway.

The study obtains customer satisfaction information from 34,695 North American passengers in relation to six different factors, according to J.D. Power: "terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; food, beverage and retail." Despite the low rankings for mega airports like LAX, "passenger satisfaction with North American airports has reached an all-time high," according to the study. Airports have been implementing new technology to assist travelers. Some even bring in therapy animals on occasion to the terminals to soothe the stressful traveling experience.

Katherine Alvarado, a public information officer for Los Angeles World Airports, told City News Service that, "Los Angeles World Airports is working hard with its airport partners
to improve guest satisfaction and move up in rankings." She cites the $14 billion investment in the airport—"the largest public works project in the history of California"—as well as a "performance management program" to train employees how to better improve guest experience.

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You may be wondering, what about Bob Hope Hollywood Burbank and Long Beach airports? Hollywood Burbank sits at number 14 for medium-sized airports in a list of 21 airports. Long Beach, despite landing in the top 10 best airports list over at Condé Nast Traveler, isn't big enough to land on any of these lists.