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Indianapolis International Airport ranked No. 1 in customer satisfaction by J.D. Power

Posted at 5:01 PM, Dec 15, 2016

INDIANAPOLIS – The Indianapolis International Airport was ranked highest in customer satisfaction in the J.D. Power Airport Survey, announced Thursday.

The survey examined six areas linked to traveler satisfaction: terminal facilities, airport accessibility, security check, baggage claim, check-in/baggage check, food and beverage and retail amenities.

The results from more than 38,000 air travelers helped the airport rank No. 1 among medium-sized airports in North America.

One of the areas that helped Indy earn the recognition was its various food options.

“Offering local flavor and local design elements unique to the area provide a ‘sense of place,’” said Michael Taylor, director of the airport practice at J.D. Power.

J.D Power officials also noted Indy’s terminal ranked high for its open-space floor plan that allows travelers to gain easier access to gates and security check-in.

“Customer satisfaction. It’s our ultimate metric,” said Mario Rodriguez, executive director of the Indianapolis Airport Authority. “The J.D. Power satisfaction survey is a powerful measurement of how we stack up in customer satisfaction. Every decision we make starts with customer satisfaction at the helm of our thinking, and from there everything else falls in line along the operational spectrum.”

Overall, the Indy airport ranked 794 on a 1,000-point scale. This recognition is just one of the several the airport has gained over the years, including the Condé Nast Traveler Readers’ Choice Awards for the third year in a row and the best airport in North America for 2010 and 2012-2015.

“Indianapolis International Airport has become a frontrunner among airports in welcoming people from all over the world,” said Indianapolis Mayor Joe Hogsett. “This achievement with the J.D. Power enterprise is another shining example how Hoosier hospitality is working for city and our state.”