September 26, 2017

Report: Bradley ranks low in passenger satisfaction

Photo | Contributed
Photo | Contributed
Bradley International Airport sees about 3 million business travelers a year.

[This story has been updated.]

In the eyes of travelers, Bradley International Airport has some work to do with respect to customer service.

The medium-sized airport in Windsor Locks is ranked 21st in passenger satisfaction among 21 North American peers and well below the average airport ranking for its size, according to J.D. Power's 2017 North America Airport Satisfaction Study.

In contrast, for airports of all sizes, the study found overall passenger satisfaction is at an all-time high, noting "airports of every size have found creative ways to address the challenges of constant construction projects and increased passenger capacity demand."

Among medium sized airports, Sacramento International Airport ranked first; Orlando International Airport ranked first overall.

The airport has been working to boost business travel and recently hired a business relations specialist, who's been working since February to connect with companies large and small about their business travel needs.

Connecticut Airport Authority Executive Director Kevin Dillon expressed disappointment with Bradley's ranking since the airport "has seen tremendous growth" since the CAA was created. Bradley's own on-site surveys poll a larger sample of travelers and shows a higher level of satisfaction than the J.D. Power study, Dillon said via email.

"We're pleased that our score has increased from last year and that our score is the highest among competing airports in the region," Dillon added.

Logan and John F. Kennedy international airports in Boston and New York, respectively, were ranked lower than Bradley even though they are in a different "mega" category, according to the report.

"We also continue to receive positive reviews through our social media efforts and have seen positive feedback about the airport in response to the study," Dillon wrote. "Nevertheless, we know that there are areas that need to be addressed, such as enhancing our concessions and terminal facilities. We have already introduced a number of new concessions over the last year and have made major updates to our terminal, and we have an ambitious plan for further upgrades over the coming months and years."

J.D. Power provides consumer insights, advisory services and data and analytics to the global business community.

CORRECTION: Logan and John F. Kennedy international airports in Boston and New York, respectively, are ranked in the "mega" category and not the medium category.

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