Satisfaction With Baggage Claim Declines Considerably as Airport Security Regulations Drive Higher Volumes of Checked Baggage

J.D. Power and Associates Reports: Satisfaction With Baggage Claim Declines Considerably as Airport Security Regulations Drive Higher Volumes of Checked Baggage

Dallas/Fort Worth International, Kansas City International, and Houston Hobby International Airports Rank Highest in Overall Passenger Satisfaction

Air travelers are notably less satisfied with the baggage claim process, as the implementation of new security regulations that limit liquids in carry-on bags has led to a considerable increase in the amount of checked baggage, according to the J.D. Power and Associates 2007 North America Airport Satisfaction Study(SM) released today.

The study, now in its seventh year, measures overall airport satisfaction in three segments: large (30 million or more passengers per year), medium (10 million to 30 million passengers per year) and small (fewer than 10 million passengers per year). Eight factors — assessed through 28 specific questions — are examined to determine overall customer satisfaction (in order of importance): airport accessibility, baggage claim, check-in/baggage check, terminal facilities, security check, food and beverage, retail services, and immigration/customs control.

The percentage of survey respondents who report checking baggage increased from 67 percent in 2006 to 77 percent. While customer satisfaction levels increased for the check-in process overall across the industry compared with 2006, satisfaction with baggage claim declined notably, particularly for large airports.

“Travelers have become more likely to check their bags as they face greater restrictions on what they can bring on board, and that has created an added burden on the baggage claim process,” said Jim Gaz, senior director of travel and entertainment at J.D. Power and Associates. “Baggage claim has the greatest impact on overall satisfaction, along with airport accessibility. While airports appear to be managing the additional baggage volume at check-in, they have considerable room for improvement in making sure bags are delivered to passengers quickly and efficiently.”

The study also finds that in markets with multiple airports that serve adjacent communities, customers report little difference in overall satisfaction between major airports — which are busier and larger — and neighboring secondary airports. Monopoly airports, which are the sole airports in their communities, also have satisfaction scores roughly equal to those of major and secondary airports.

“Although one might expect competition for customers in a local market to increase the levels of customer service, this has yet to materialize in the airport sector,” said Gaz. “Customers in communities that are serviced by only one airport are just as satisfied as customers whose communities offer alternative airports.”