Honolulu Airport ranked fourth worst in satisfaction survey

The J.D. Power study comes as the state is spending $2.3 billion to upgrade the facility

STORY SUMMARY »

Honolulu Airport came in 18th of 21 medium-sized airports for customer satisfaction in J.D. Power and Associates' 2008 North America Airport Satisfaction Study.

The airport, in the midst of a $2.3 billion modernization program, scored 667 points out of a possible 1,000.

Last year, Honolulu ranked 15th out of 25 medium airports, defined as having 10 million to 30 million passengers per year.

Chicago Midway International Airport was first among medium airports with 697 points.

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Honolulu Airport, which is undergoing a $2.3 billion modernization program, ranks near the bottom of its class in a new J.D. Power and Associates study of customer satisfaction.

Honolulu's airport ranked 18th of 21 medium-traffic airports in overall satisfaction with 667 points out of a possible 1,000 in J.D. Power's eighth annual North America Airport Satisfaction Study.

Last year, Honolulu Airport ranked 15th out of 25 medium airports, defined as having 10 million to 30 million passengers per year. J.D. Power said it surveys all airports that fit its criteria, but some may not be included certain years due to a small sample size.

This year, Honolulu Airport got a 3 rating out of a possible 5 in each of the six categories: airport accessibility, baggage claim, check-in/baggage check process, terminal facilities, security check, and food and retail services.

It also received a 3 in the company's proprietary "Power Circle Rating," which runs from 2 to 5.

Chicago Midway International Airport was first among medium airports this year, with 697 points.

State Tourism Liaison Marsha Wienert acknowledged the need for improvement at the airport and said that's why the state undertook the modernization program announced in 2006.

She said the first improvements are being made to the check-in and baggage process so that passengers can get their boarding pass and check in their bags at the counter rather than having to take their bags to a screening machine. That phase of the program is expected to be completed by the end of summer in 2009, Wienert said.

The state also is upgrading its shuttle-bus system with new vehicles to be in service by the end of 2009.

Hawaiian Airlines spokesman Keoni Wagner said the survey results reflect why it's important to update and upgrade Honolulu Airport.

"We've been working closely with the current administration, and are pleased with the progress they're making," he said.

Another improvement, which isn't being funded by the state, is concessionaire HMSHost's $16 million upgrade to the food and beverages service, slated to be finished in early 2009. Among the brands being put in at the airport are Island Brews, Cold Stone Creamery, Starbucks, Dewar's Clubhouse Bar and Grill, Lahaina Chicken Co., Jamba Juice, Chow Mein Express and Gordon Biersch Restaurant.

"We realize the satisfaction of our airport is not as great as we wanted it to be, and one of the reasons why we launched this modernization program was to increase satisfaction and increase operability of the airport," Wienert said. "Honolulu Airport had a satisfactory rating, and once these new improvements that are being put in place are done, I would expect the satisfaction rating to increase."

J.D. Power's latest survey was based on responses from more than 21,165 passengers who took a round-trip flight between April 2007 and March 2008. Passengers evaluated up to three different airports -- their departing and arriving airport, and if applicable, their connecting airport -- for a total of more than 36,000 evaluations.

Philadelphia International Airport topped the ratings for large airports (30 million passengers or more per year) with 690 points while Dallas Love Field led small airports (fewer than 10 million passengers per year) with 709 points.

The study, which coincided with a period of notably high rates of flight delays between April 2007 and May 2008, showed an overall satisfaction score of 675 points, down 14 points from 2007.

"When air passengers are forced to wait out delays in airports for departing flights, they are essentially a captive audience, and their frustration and stress levels affect their satisfaction with airport operations and amenities," said Jim Gaz, senior director of travel and entertainment at J.D. Power.

AIRPORT HIGHS AND LOWS

Large airports

(30 million passengers or more per year; 19 surveyed)

	Index score*	Rating**
1. Philadelphia International (PHL)	690	5
2. McCarran International (LAS)	688	5
3. Orlando International (MCO)	688	5
4. George Bush Intercontinental/Houston (IAH)	684	4
5. Phoenix Sky Harbor (PHX)	682	4

Medium airports

(10 million to fewer than 30 million passengers per year; 21 surveyed)

1. Chicago Midway International (MDW)	697	5
2. LaGuardia International (LGA)	688	4
3. Memphis International (MEM)	687	4
3. Ronald Reagan Washington National (DCA)	687	4
3. Tampa International (TPA)	687	4
6. Baltimore Washington International (BWI)	686	4
7. Kansas City International (MCI)	685	4
8. Vancouver International (YVR)	683	4
9. Cincinnati/Northern Kentucky International (CVG)	682	4
10. Washington Dulles International (IAD)	682	4
11. San Diego International/Lindbergh Field (SAN)	678	4
12. Sacramento International (SMF)	677	4
13. Cleveland Hopkins International (CLE)	674	3
14. Lambert St. Louis International (STL)	672	3
15. Salt Lake City International (SLC)	672	3
16. Boston Logan International (BOS)	670	3
17. Fort Lauderdale Hollywood International (FLL)	669	3
18. Honolulu International (HNL)	667	3
19. Portland (OR) International (PDX)	665	2
20. San Jose International (SJC)	664	2
21. Oakland International (OAK)	657	2

Small airports

(fewer than 10 million passengers per year; 20 surveyed)

1. Dallas Love Field (DAL)	709	5
2. Houston Hobby International (HOU)	700	4
3. San Antonio International (SAT)	699	4
4. Louis Armstrong New Orleans International (MSY)	698	4
5. El Paso International (ELP)	693	4

* Based on a 1,000-point index
** 5 — Among the best; 4 — Better than most; 3 — About average; 2 — The rest