J.D. Power and Associates on Tuesday presented Mayor Michael A. Nutter and Charles Isdell, director of aviation at Philadelphia International (PHL) with an award acknowledging the airport’s top finish in the 2008 Customer Satisfaction Study’s large airports category.
The airport received high marks in six categories, achieving the highest possible five rating for terminal facilities and baggage-claim area, according to the J.D. Power study. PHL received four ratings for food and retail services, as well as airport accessibility and security check facilities.
“This is a tremendous honor,” Isdell told ceremony attendees at the airport Tuesday. “More importantly, it is an acknowledgement of the hard work of dedicated employees to make Philadelphia International a visitor-friendly airport.”
Isdell offered thanks to those employees and encouraged them to keep up the good work. PHL’s top billing represented a five spot improvement over the airport’s 2007 performance. The J.D. Power study takes into account six factors, assessed through 27 attributes that are examined to determine overall customer satisfaction. Overall, the company determined that overall industry satisfaction has fallen 14 points, to 675, on its 1,000 points scale, in part because more than one in five passengers have reported experiencing delays, according to the report.
Chicago’s Midway (MDW) ranked the highest for medium-sized airports, and Dallas Love Field (DAL) scored best in the small airports category.