Cleveland airport ranks last for customer satisfaction in new survey

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CLEVELAND-- Cleveland Hopkins International Airport comes in last for overall satisfaction among medium-sized airports, according to a new survey from J.D. Power.

The Cleveland airport is ranked 33rd with a score of 698 on a 1,000-point scale.

"The recent JD Powers report results are not unexpected. Cleveland Hopkins International Airport is in the midst of a major renovation project and low satisfaction ratings are expected when passengers are required to negotiate confusing traffic patterns and limited access points," said Fred Szabo, interim director of Cleveland Hopkins, in a statement.

"Our satisfaction ratings have been consistently increasing in the recent past and we expect them to recover significantly once the construction is completed. Although the current construction project challenging, the end result will be well worth it."

The 2015 survey asked passengers about airport accessibility, baggage check, security check, retail services, terminal facilities like restrooms, baggage claim and customs.

“Most airports have really made a tremendous shift over the past six years and are now focused on managing the end-to-end experience for their travelers,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power, in a news release on Wednesday. “It’s no longer just about getting travelers from Point A to Point B as efficiently as possible; it’s about making the airport experience enjoyable.”

Dallas Love Field, Southwest Florida International Airport and Indianapolis International Airport top the list for medium airports, while Portland International Airport, Tampa International Airport and Las Vegas McCarran International Airport lead the large airports.

Large airports had 7 million or more passenger enplanements a year and medium airports had 1.9 million to 7 million.

Cleveland Hopkins International Airport