Airport Ranks #3 Large Airport In Annual J.D. Power Airport Customer Satisfaction Study
Originally Posted by :
Kansas City International Airport (MCI) ranked number three in the Large Airport category in overall customer satisfaction among North American airports in the 2024 J.D. Power North America Airport Satisfaction Study
This achievement comes months after the first birthday of the $1.5 billion 40-gate terminal, which opened on February 28, 2023. The 2024 study period evaluated a full year of operations in the new terminal. The 2023 study period overlapped both the old terminals’ and new terminal’s operations.
“The Kansas City International Airport is not just the front door to our community—it’s also now officially one of our nation’s finest airports. I am proud the new terminal is now recognized nationally as one of the best for our innovation, wide variety of amenities, and positive flyer experience. We built the new terminal with intentionality and all travelers in mind, whether you’re traveling with family, for business, solo, or anywhere in between,” said Mayor Lucas. “I applaud our Director of Aviation Melissa Cooper and the rest of our staff working to ensure KCI is the most efficient and comfortable place to travel in and out of. As we continue to grow and improve, KCI will remain an exciting gateway for opportunity and a symbol of Kansas City’s bright future.”
“Kansas City continues to reach new highs, and it is fantastic for the airport to receive a high customer service ranking from customers outside the KC area,” said City Manager Brian Platt. “I am proud of our airport, proud of the Aviation Department team and proud of Kansas City!”
“Since opening, the terminal has welcomed record numbers of passengers, received new or expanded air service and received dozens of awards and accolades,” said Aviation Director Melissa Cooper. “Our team designed and built the terminal with the customer in mind, and this direct customer input validates that effort. We are not resting on our laurels. We continue to adjust and improve facilities and services. That will not stop.”
The J.D. Power North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large and medium North American airports by examining six factors (in order of importance): terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail. Mega airports are defined as those with 33 million or more passengers per year; large airports with 10 to 32.9 million passengers per year; and medium airports with 4.5 to 9.9 million passengers per year. MCI welcomed 11.5 million passengers in 2023.
The study is based on more than 20,000 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport and covers both departure and arrival experiences (including connecting airports) during the past 30 days. Travelers evaluated either a departing or arriving airport from their round-trip experience.
Originally Posted by Mephistopheles Janx:
I've flown out of there twice now since the re-do and I prefer how it used to be. Airports don't need to also be Art Museums. They should be utilitarian and efficient.
Also, it took me 40 minutes to get through TSA each time when, before, I would simply walk into my gate and immediately go through TSA.
Huh? It's way more efficient. At the circle terminals you'd have one TSA agent for every 10 gates. Sure, if there were only one or two active gates of course you're getting through quick, but if you were unlucky and they had multiple flights taking off at a similar time you could be there for hours in line.
The new airport has capacity for up to 16 TSA screening lines for 40 gates. [Reply]
My only gripe about the gender neutral bathrooms, and its minor, is the initial confusion upon entering that causes people to pause so you almost bump into one another if a large group has just deboarded and are heading to the can
Again minor and I'm sure will remedy itself as more people get used to it [Reply]
Originally Posted by DaFace:
One nice benefit of the shift toward gender-neutral restrooms is that most of them are in a single-seat setup. While I'm not really shy about my public shitting, I do prefer having a little privacy.
I found a unisex bathroom at work....it's up near the security guard station at the front of the building (away from all the cubicle bays) and it's hidden down a short hallway. It's always very clean...it's my new dump station! I can actually sit down without my elbows bumping the stall walls and I don't have to hear other dudes blowing it up next to me. [Reply]
Originally Posted by Sassy Squatch:
Huh? It's way more efficient. At the circle terminals you'd have one TSA agent for every 10 gates. Sure, if there were only one or two active gates of course you're getting through quick, but if you were unlucky and they had multiple flights taking off at a similar time you could be there for hours in line.
The new airport has capacity for up to 16 TSA screening lines for 40 gates.
Dunno what to tell you. Over the years I've flown out of KC a multitude of times and never once did I get caught up in a long TSA line prior to the facelift. The two times it has taken me the longest to get through TSA (and walking past the entire shopping mall sections of the airport) was these last two times I traveled post facelift. [Reply]
Originally Posted by Mephistopheles Janx:
Dunno what to tell you. Over the years I've flown out of KC a multitude of times and never once did I get caught up in a long TSA line prior to the facelift. The two times it has taken me the longest to get through TSA (and walking past the entire shopping mall sections of the airport) was these last two times I traveled post facelift.
Do you use TSA pre? My home airport is DFW and it's worth its weight in gold. It's even better at some of the really big airports that only have one or two security checkpoints like Atlanta or Orlando....those airports are zoos (especially Orlando with the droves of families with multiple kids that have no idea WTF is going on). [Reply]
LMFAO... apparently InvinciBill and Nubian Nut were part of the design team of the new airport and have taken personal offense to my statement that I preferred it the way it was. [Reply]
Originally Posted by loochy:
Do you use TSA pre? My home airport is DFW and it's worth its weight in gold. It's even better at some of the really big airports that only have one or two security checkpoints like Atlanta or Orlando....those airports are zoos (especially Orlando with the droves of families with multiple kids that have no idea WTF is going on).
The last time I few I did. Instead of going through the main TSA line I had to walk down another corridor then wait in line as a single TSA agent checked everyone through. It was marginally faster, at best. [Reply]
Originally Posted by Mephistopheles Janx:
Dunno what to tell you. Over the years I've flown out of KC a multitude of times and never once did I get caught up in a long TSA line prior to the facelift. The two times it has taken me the longest to get through TSA (and walking past the entire shopping mall sections of the airport) was these last two times I traveled post facelift.
Not that I flew out of the old MCI regularly (and I still haven't been through since the new one opened), but my complaint wasn't so much about the lines (never had an issue, personally). Rather, the experience as a traveler just sucked. There was basically no food landside, and the airside restaurants generally sucked because they couldn't have a real kitchen (since the airport was never meant to have restaurants in those spots when it was built).
It also felt like they were missing about 25% of the needed seat capacity at the gates. It was always a packed madhouse with some people just standing there.
I do think the experience of getting OFF a plane at the old terminal was really nice, but I'll trade a few minutes of walking in exchange for better amenities when you're waiting around for your flight. [Reply]
Originally Posted by Mephistopheles Janx:
LMFAO... apparently InvinciBill and Nubian Nut were part of the design team of the new airport and have taken personal offense to my statement that I preferred it the way it was.
I bet you get confused when Metamucil changes their packaging. [Reply]
Originally Posted by loochy:
Wait, they didn't have that? Did they have it outside security or something? If so, that's weird AF and I've never seen that.
Nope. You'd be lucky if you had a convenience counter and a coffee shop. [Reply]
Originally Posted by loochy:
Wait, they didn't have that? Did they have it outside security or something? If so, that's weird AF and I've never seen that.
It was built right before rules changed regarding security. So all the food (not much anyways) ended up outside the security area once they had to add the walls that were not planned to be there. They had a few of those little quick type stands after security and I think a Starbucks. But by far the worst thing was the bathroom situation. You had access to something like 12 stalls for a dozen or so gates. [Reply]