Passenger Satisfaction at North America’s Mega Airports

J. D. Power recently released its annual North America Airport Satisfaction Study, ranking airports based on passenger satisfaction with a score out of 1000. Despite an increase in passenger traffic, overall satisfaction scores have improved by 10 points this year.

The study, which surveyed 30,439 passengers who traveled through at least one airport in North America within 30 days between July 2024 and July 2025, divided airports into three categories based on size. The mega airports, which handle at least 33 million passengers per year, have lower average satisfaction scores due to longer wait times and increased crowding.

According to Michael Taylor, managing director of travel, hospitality, and retail at J. D. Power, recent improvements to airport facilities have contributed to the increase in passenger satisfaction. In fact, passengers who rated their airport experience as “perfect” spent an average of $42. 39 in the terminal, $16 more than those who rated it as “just OK.

Here is a breakdown of North America’s top 20 mega airports according to passenger satisfaction:

20.

With a score of 565/1000, Newark Airport has retained its position as the worst airport for the fourth consecutive year. Delays caused by runway construction and air traffic control issues have negatively impacted passenger satisfaction at this United Airlines hub.

19.

As the only Canadian airport on the list, Toronto Pearson has remained North America’s second-worst mega airport with a score of 567/1000. Despite an improvement in its score, the airport has faced difficulties this year, including a Delta flight accident and an Air Canada strike.

18.

Falling three places from last year, Charlotte Douglas International Airport received a score of 581/1000. It is the second-largest hub for American Airlines, which may contribute to longer wait times and decreased satisfaction for passengers.

17.

With a score of 583/1000, Seattle-Tacoma International Airport fell one spot from last year’s ranking. The airport is the largest in the city of Seattle and is home to Alaska Airlines, which handles almost half of the airport’s passengers.

16.

Rising two places from last year, Chicago O’Hare International Airport received a score of 586/1000. It is the primary hub for both United and American Airlines and has the most runways of any airport in the world.

15.

Although it slipped two places from last year, Los Angeles International Airport received a score of 589/1000. The airport is the third busiest for international flights in the US and is currently undergoing a roadway project to reduce traffic congestion.

14.

As the busiest airport in North America, Hartsfield-Jackson Atlanta International Airport has risen three places from last