Find Out Which Michigan Airport Leads the Way in Customer Satisfaction
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The results are in and the answer is clear again: Michigan knows how to make travelers feel welcome at airports!
In a survey of travelers from August 2022 to July 2023, the Detroit Metropolitan Wayne County Airport (DTW) was ranked highest among “mega” airports (defined as those with 22 million passengers a year or more) for the second consecutive year, according to a recent North American Airport Satisfaction Study from J.D. Power.
J.D. Power’s annual study of airport satisfaction surveyed more than 27,000 travelers across six factors, including
- security check,
- terminal facilities,
- airport arrival/departure,
- baggage claim,
- check-in/baggage check,
- and food, beverage, and retail services.
According to the study, DTW, which had an overall score of 800, received its highest scores in security check, food, beverage and retail services, and terminal facilities.
“We are always looking to raise the bar for customer service as we take Detroit to the world and bring the world to Detroit.”
– Wayne County Airport Authority CEO Chad Newton via Facebook
After DTW, the top-ranked mega airports in J.D. Power’s latest study are the Minneapolis-Saint Paul International Airport (796) and Harry Reid International Airport in Nevada (787).
The study also found an overall increase in customer satisfaction, driven by improvements in baggage claim, food, beverage, and retail service and terminal facilities.
About Detroit Metropolitan Wayne County Airport (DTW)
Opened in 1930, DTW continues to play an important role as one of the biggest airports in the region. It serves as one of the main thoroughfares to Asia for the eastern United States and has maintenance facilities to repair and service large aircraft. It also serves as an important local airport hub, servicing Ann Arbor, Toledo, and Windsor, Ontario Canada.
As the biggest airport in Michigan, DTW welcomes more than 36 million travelers each year and serves as a major hub for major airlines such as Delta and Spirit.
DTW welcomed more than 28 million passengers last year, according to a DTW press release, and offers around 800 flights a day to and from more than 100 nonstop destinations. DTW previously earned J.D. Power awards in both 2010 and 2019.
Beyond the Flight
The study also found that customers who are satisfied with their air travel spend more money. Passengers who were delighted with their experience — rating it a 10 out of 10, spent an average of $44 in the terminal, compared to just $29 for those passengers who had a disappointing experience.
Detroit Metro Airport provides customers with plenty of options, including a Westin hotel for those in need of lodging as well as a dedicated security entrance that connects the hotel to the airport to help travelers in a hurry save some time.
DTW also has numerous restaurants to satisfy every type of craving hungry travelers may have. The selections include Andiamo steakhouse, Chick-fil-A, Chili’s/Papa Joe’s Market, Leo’s Coney Island, coffee shops, and Detroit Street Lunchbox among many others.
Non-food options for travelers include the Estee Lauder Beauty Boutique, various newsstands, a Michigan Treasures store, a Pandora store, a spa, and a PGA Tour Shop among others.
Michigan Airports Have a Reputation for Excellence
Michigan’s reputation proceeds it when it comes to award-winning airports. In October, the Grand Rapids Airport — that is the Gerald R. Ford International Airport — took top honors among small airports on a USA Today Readers’ Choice 10Best Awards list.
The Ford Airport beat out 20 contenders for the top honor and was lauded for its friendly service, commercial flight offerings, and amenities, helping customers feel comfortable and eliminating the headaches of travel.
Whether travelers are taking off from DTW or Grand Rapids, the results speak for themselves: Travelers can’t get enough of airports in Michigan!
Explore More of the Magical Motor City
Whether you’re a diehard sports fan, a foodie, a music junkie, a love of the fine arts, or a history buff, the Motor City has something for everyone.
Detroit Metro Airport is located in Romulus, but Detroit is only about 20 minutes away for travelers arriving in town or travelers looking for a quick day trip. Public transportation shuttles via SMART and FAST are available to transport individuals from the airport to the heart of Downtown Detroit.
Once Downtown, travelers who enjoy getting and sightseeing can enjoy a relaxing and scenic stroll along the award-winning Detroit Riverwalk. More than three million people visit the Riverwalk each year and it’s not uncommon to see cyclists, joggers, fishermen, and many others all having fun on the walk on a nice day.
With a variety of residential areas, restaurants, retail shops, and a marina along the way, there’s something on the Riverwalk for everyone.
Those who seek a bit of culture are in luck because Detroit is Michigan’s hub of culture. A visit to the Motor City allows for trips to renowned museums, strolls along the waterfront to see public art, and no shortage of places to soak up the city’s history.
Sports fans who visit Detroit any time of the year have a chance to watch the Detroit Pistons, Detroit Red Wings, Detroit Lions, and Detroit Tigers in action. All four of Michigan’s pro teams play downtown and the venues are within walking distance of parking garages, restaurants, and public transportation.
Hungry travelers in Detroit have no shortage of options either. To get a true taste of the city, head to a Coney Island restaurant for a tasty local favorite, the coney dog, or sit down and dig into award-winning Detroit-style pizza. Travelers looking for other options, especially breakfast have lots of places to choose from.
Flying In or Flying Out
Whether you’re looking for a destination or a departure, the Detroit airport is your gateway to all the great things to in Metro Detroit and beyond. Catch a flight today!