ORLANDO, FL — For the second year in a row, Orlando International Airport (MCO) ranks highest in its class in the J.D. Power 2018 North America Airport Satisfaction Study. Today’s announcement revealed MCO once again finished number one in the Mega Airport category (32+ million annual passengers) as voted on by the traveling public. With a score of 781 points out of 1,000, Orlando International Airport’s total was three points higher than last year.
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. Orlando International Airport scored highest in the terminal facilities factor. Compared to last year's survey, MCO scored 15 points higher in food, beverage and retail and 12 points higher in security.
"We remain dedicated to our core goal of providing travelers and guests with an outstanding experience, The Orlando Experience®, as they travel through the airport," said Frank Kruppenbacher, Chairman of the Greater Orlando Aviation Authority. "We are gratified that the efforts of the Board, staff and our airport partners to provide the traveling public with the finest airport experience continue to be recognized."
"As the premier global gateway into the nation's most-visited destination, Orlando International Airport is proud that our more than 46 million annual passengers think so highly of us," said Phil Brown, Chief Executive Officer of the Greater Orlando Aviation Authority. "We strive to value and delight our customers and we appreciate their recognition of our service."
Now in its 13th year, the J.D. Power study is based on responses from 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.
According to J.D. Power, 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 46 million annual passengers, MCO is the busiest airport in Florida and 11th busiest in the U.S. MCO has 21,000 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®.