Traveler satisfaction at Charlotte Douglas, other airports declines

CHARLOTTE — A year after travelers reported all-time satisfaction highs with North American airports, scores in J.D. Power’s annual study have dropped. That’s as airports, including Charlotte Douglas International Airport, see passenger counts rebound while contending with industrywide labor shortages.

Charlotte Douglas, scoring 768 out of 1,000 possible points, landed just below its segment average of 769 points. That placed it 10th out of 20 facilities ranked in the mega-airports category.

In 2021, the Charlotte airport scored 796 points to rank No. 11 among the 20 airports. The segment average last year was 798 points.

For its 2022 North America Airport Satisfaction Study, J.D. Power analyzed the following six factors listed in order of importance: terminal facilities, airport arrival/departure, baggage claim, security check, check-in/baggage check and food, beverage and retail. Airports were separated into three size categories — mega (33 million or more annual passengers), large (10 million to 32.9 million annual passengers) and medium (4.5 million to 9.9 million passengers).

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