Reaching new heights

San Antonio airport flies higher in annual traveler satisfaction study

San Antonio airport flies higher in annual traveler satisfaction study

San Antonio International Airport
Traveler satisfaction in SAIA is soaring. San Antonio International Airport/Facebook

When it comes to traveler satisfaction, San Antonio International Airport is now in a different stratosphere.

The 2021 North American airport satisfaction study from market research giant J.D. Power puts the San Antonio airport in ninth place among large airports. Last year, San Antonio’s airport appeared in a lower tier — midsize airports — and ranked 11th.

This year, J.D. Power bumped the San Antonio airport up to the large category. It says some airports in the midsize category in 2020 weren’t eligible for this year’s ranking due to lower passenger volumes triggered by the COVID-19 pandemic.

In the 2021 study, the San Antonio airport earned a score of 813 on a 1,000-point scale, a few steps above the average score of 805 among the 20 large airports. Last year, the airport garnered a score of 811.

“COVID-19 presented tremendous challenges for airports and travelers, but it has always been our goal to offer exceptional customer service when travelers were ready to return. It is rewarding for our team because this recognition means that travelers see our commitment to them,” Jesus Saenz Jr., director of airports for the San Antonio Airport System, says in a news release.

Here’s how the other large airports in Texas fared:

  • Dallas Love Field, No. 4, with a score of 829. That score makes it the top-rated Texas airport in the study. In 2020, Love Field ranked first among all of the large airports, earning a score of 844.
  • Austin-Bergstrom International Airport, No. 7, with a score of 819. That’s up one notch from last year, when Austin-Bergstrom accumulated a score of 804.
  • William P. Hobby Airport in Houston, No. 17, with a score of 794. In 2020, Hobby ranked fourth, with a score of 823.

Attaining a score of 844, Louis Armstrong New Orleans International Airport landed in first place among large airports this year. Large airports handle 10 million to 32.9 million passengers a year.

Miami International Airport, with a score of 828, grabbed the No. 1 spot among mega airports. This year’s average score for the 20 mega airports was 798. Mega airports welcome at least 33 million passengers a year.

Dallas/Fort Worth International Airport earned the No. 7 spot in the mega-airport category, with a score of 805. Last year, Texas’ busiest airport claimed sixth place, with a score of 791.

Houston’s George Bush Intercontinental Airport secured the No. 8 spot in this year’s mega-airport category, with a score of 801. That’s up from 13th place in 2020, when it received a score of 775.

The J.D. Power study measures traveler satisfaction in six categories:

  • Travel facilities.
  • Airport accessibility.
  • Baggage claim.
  • Security check.
  • Check-in and baggage check.
  • Food, beverage, and retail.