HONOLULU — Honolulu’s airport ranked the third worst in North America for customer satisfaction and the second worst among large airports in annual survey of air passengers.
Daniel K. Inouye International Airport received the ranking in the J.D. Power 2019 North America Airport Satisfaction Study, The Honolulu Star-Advertiser reported Tuesday.
Inouye airport ranked behind New York’s LaGuardia Airport and New Jersey’s Newark Liberty International Airport as the worst among 62 airports. The airport moved two spots in the wrong direction in the large-airport category, where it was fourth worst the previous year.
Honolulu’s satisfaction score was 719 out of a possible 1,000, or 17 points lower than its score last year.
The annual study conducted from October 2018 through September was based on responses from 32,276 U.S. or Canadian residents who passed through at least one North American airport. The survey scored airports on terminal facilities, airport accessibility, baggage claim, security check, check-in and baggage check, food, beverage and retail.
In the midsize-airport category, Kahului Airport remained at the bottom of the list, although its satisfaction score of 754 out of a possible 1,000 was only two points worse than last year.
The study found that after several years of growth, customer satisfaction stagnated as North American airports struggled to handle surges in passenger volume amid construction delays.
The Honolulu and Maui airports were among those that lost ground because of those factors, said Michael Taylor, travel intelligence lead at J.D. Power.
Hawaii’s $3.6 billion airports modernization project just passed the halfway point, with most of the capital improvements expected to be completed by the end of 2021. The state Department of Transportation did not respond to a request for comment about the airport survey.
Access problems generally have a large effect on other airport factors, Taylor said.
“Despite the fact that you know the food or beverage might actually be better or great, it doesn’t matter if people are not going to use it because they don’t feel like they have time to do it,” he said.
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Information from: Honolulu Star-Advertiser, http://www.staradvertiser.com
What $3,600,000,000.00 rehab plan? We’re 1/2 through it??? And our main airport is STILL the third worst?? Well, that’s completely unsurprising. We let people who have almost no experience or education run and manage huge projects. Then through corruption, mismanagement and ineptitude the project gets totally messed up. I recall finding a hand written note saying the “Elivator not working” – yeah, “Elivator” because not only can’t the employees at HNL not do their jobs, they can’t even spell elevator!! There’s Securitas “guards” sleeping, playing on their phones – all getting $16 hr of taxpayer money. I saw they were somehow going to spend $23,000,000 on signs – JUST SIGNS – at Inouye airport. Explain how signs can cost so much! Well, 1/2 money is skimmed and 1/4 is labor for someone’s uncle, so that’s why our airport sucks now and will continue to suck for decades to come. Our leaders can’t even spend billions of our tax dollars to make an airport located in Hawaii rank higher than ones in New Jersey. I can’t think of any better proof of how badly our leaders fail the citizens of this State.
Yep, whenever the State or City gets involved in large “public service” projects it becomes a personal piggy bank for those who have influence on who gets hired and how much $$$$ goes “under-the-table” and into their own pockets!
Just look at those several local contractors whose uncles and “buddy back scratching” friends got them “no bid contracts” worth $millions, who got caught, but none served time in prison! The air port as well as that $10 billion dollar Rail is sucking taxpayer’s income into economic slavery for you, your kids and their kids.
Every wonder why your vehicle registration has more than doubled? Its to cover Rail and make life allot easier for Kirk Chadwell’s high living on the “gravy train”, since he hardly pays and property taxes that you pay to support him and his cronies.
The entire FBI agency could be involved in Hawaii’s massive corruption cases, that it will take over a generation just to file the necessary legal proceeding to begin that investigation. Great job security