Detroit Regional Chamber > Chamber > Detroit Metropolitan Wayne County Airport Tops J.D. Power 2023 North America Airport Satisfaction Study

Detroit Metropolitan Wayne County Airport Tops J.D. Power 2023 North America Airport Satisfaction Study

September 26, 2023

Michigan Chronicle
Sept. 20, 2023
Ebony JJ Curry

Detroit Metropolitan Wayne County Airport (DTW) has once again secured the top spot in customer satisfaction among mega airports in North America, according to the J.D. Power 2023 North America Airport Satisfaction Study. DTW outpaced the competition with a score of 800 on a 1,000-point scale, a nine-point increase over its 2022 score, and 14 points higher than its 2019 score when it last received this accolade.

“I’m incredibly proud of our team whose tireless efforts and commitment to our customers earned this prestigious award,” stated Wayne County Airport Authority Chief Executive Officer Chad Newton. “This recognition, which comes on the heels of our ACI World ASQ Award, shows we are listening to our customers and responding to their needs. J.D. Power has long been respected as a global leader for customer insights, making this award especially meaningful.”

The annual study, conducted by J.D. Power, surveyed over 27,000 customers and evaluated airports on six key factors in order of importance: terminal facilities, airport arrival/departure, baggage claim, security check, check-in/baggage check, and food, beverage, and retail services. DTW stood out particularly in terminal facilities, security check, and food, beverage, and retail services.

Notably, the airport credits its strong relationship with federal partners, such as Customs and Border Protection (CBP) and the Transportation Security Administration (TSA), for the impressive score in security check.

“TSA is laser-focused on staying ahead of emerging threats to provide a safe and efficient security screening experience for the traveling public through innovative technology solutions and the hard work of our highly skilled workforce,” said Reggie Stephens, TSA Federal Security Director for Michigan. “This honor is a reflection of the strong partnership with Detroit Metropolitan Wayne County Airport, and we look forward to continued collaboration as we deliver a top-tier security experience.”

Over the past year, DTW has implemented several key improvements aimed at enhancing the passenger experience. These include the expansion of biometric/facial recognition technology to expedite the boarding process, a reimagining of concessions locations, and renovations in the Evans Terminal. The changes in the Evans Terminal range from a redesigned Pet Relief Area to the installation of USB charging ports and Step-N-Wash step stools in restrooms, as well as refreshing the Hydrate Kids Play Area.

“Receiving the J.D. Power Award is a tremendous honor for DTW,” Newton added. “We are always looking to raise the bar for customer service as we take Detroit to the world and bring the world to Detroit.”

In an era where customer satisfaction is critical to the success of any enterprise, this award reinforces DTW’s reputation for prioritizing traveler needs and concerns, demonstrating its commitment to providing a world-class airport experience.