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Study: PHL Ranks Among Highest For Customer Satisfaction

According to a top research company, Philadelphia International (PHL) is among domestic airports with the highest customer satisfaction.

In the  J.D. Power and Associates’ 2008 North America Airport Satisfaction Study  released May 20, the airport had an overall score of 690, which was 16 points above the segment average score for airports with at least 30 million passengers a year. It had a score higher than 18 airports in the large airport segment.

 “Customer service is one of the key areas that this administration is focusing on,” says Mayor Michael A. Nutter.  “This achievement at our airport is an example of what we hope to accomplish throughout the city.”

Individuals who traveled by air over the course of several months rated airports by answering questions in six categories: airport accessibility, check-in/baggage check, security check, terminal facilities, food and retail services, and baggage claim. In the areas of terminal facilities and baggage claim, PHL earned the highest index scores.

“This recognition by J.D. Power and Associates is a credit to thousands of airport workers in a variety of jobs,” said Charles Isdell, acting director of aviation. “The passengers themselves have acknowledged that we are a customer-focused work force.”