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Third time in five years: Indianapolis International Airport earns top honors

Posted at 4:55 PM, Sep 23, 2020
and last updated 2020-09-23 21:41:20-04

INDIANAPOLIS — Three times in five years and the second year in-a-row.

J.D. Power has named Indianapolis International as top medium-sized airport in North America for customer satisfaction.

“Customer experience is the great differentiator,” said Indianapolis Airport Authority Executive Director Mario Rodriguez. “Passengers rate IND at the highest levels year over year with J.D. Power and other industry organizations because we believe public value is realized through a top facility and excellent customer service.”

The airport kept its designation despite a trying year for air travel. At one point, after the pandemic broke out, the passenger load at Indianapolis International was down by 95%. It is now around 35%.

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“Although the pandemic and its consequences have affected our industry greatly, our team that is not immune to the impact of COVID has continued to perform above and beyond what is expected,” said Rodriguez. “This award is such a strong message of affirmation to our employees whose unwavering Hoosier Hospitality, along with the other dedicated tourism and hospitality employees throughout our city, makes a profound impact on travelers’ experience.”

Overall passenger experience in the J.D. Power study is based on six key factors: airport arrival/departure,
check-in/baggage check, security check, food, beverage and retail, terminal facilities and baggage claim.

The Indy airport received an overall customer satisfaction score of 866 out of 1,000, which is the highest in the medium-sized airport category and the highest score among all airport sizes.

The airport has taken many steps in recent months to protect travelers during the pandemic. "So many dedicated people come together daily to make IND the top-rated airport in North America, year over year," said IAA Board President Barbara Glass. "This year has certainly been like none other, and yet so many who work here – especially our essential workers – have been unwavering in their commitment to providing a top customer experience in light of so many challenges. They are heroes as well.”