No matter the length of the trip, the extra stops or the additional cost, Beth Summerl, who travels internationally a handful of times a year, makes sure she books her flights coming and going through John Wayne Airport.
And, it appears the Laguna Beach resident is not alone in her preference. John Wayne Airport ranked highest in overall passenger satisfaction among large airports in the latest study out of consumer data firm J.D. Power. It made the best showing among Southern California’s selection for flying.
The Ontario International Airport also got high marks in the 2024 North America Airport Satisfaction Study released this week, ranking as fourth-best in the medium-sized category. Hollywoord-Burbank Airport came in 13 of the 15 medium-sized airports and among mega-sized options, the Los Angeles International Airport ranked No. 13 of 20 on the satisfaction meter with flyers.
J.D. Power researchers produced the study with feedback from more than 26,000 travelers between August 2023 and July, examining the passengers’ experience over seven categories.
These included ease of travel through the airport, level of trust with the airport, terminal facilities, airport staff, departure/to airport experience, food, beverage and retail, and arrival/from airport experience.
“Our ability to lead in key areas like traveler trust, ease of travel, and the overall airport experience is a testament to our team’s dedication and the superior quality of service we strive to provide every day,” Charlene Reynolds, airport director at John Wayne, said in a statement.
Reynolds said the recognition comes just as more investment in airport improvements is underway. A recent $20 million grant from the FAA will help improve accessibility in restrooms and paths of travel throughout the terminal.
She said the airport is also working on a capital improvement project that is focused on improving the elevators, escalators, and areas throughout the airfield. A plan to change about 80% of the concessions is also underway.
While Ontario ranked fourth overall in its size category – medium airports serve between 4.5 million and 9.9 million people a year – it ranked first when the researchers drilled down on trust, said Steve Lambert, a spokesman for the airport.
“That is super important to us,” he said. “Flying in and out ought to be a good experience and we put a priority on that.”
He also added that the airport will exceed 7 million passengers this year and that since it went into private ownership in 2016, feedback from travelers has shown a marked increase in overall satisfaction.
“The results from J.D. Power validate what we’ve been feeling,” he said. “We’re up 75% (in travelers) since we went to local control.”
Summerl said it is exactly the hassle-free factor and relaxing atmosphere that makes her feel like John Wayne is her hometown airport – she travels at least five times a year with her husband and said she always looks to it first when booking airline tickets.
“I do everything I can to fly out of there,” she said. “Even if I have an extra stop in my flight or it takes longer.”
She credits the airport for being easy to get in and out of, having good signage, quick access to rideshare opportunities and parking, being clean, and having a nice vibe overall.
“I’d give it a 10 for being hassle-free and relaxing,” she said. “To me, it’s not really a large airport.”
If she can’t go out of John Wayne, she looks to the San Diego International Airport – which ranked 22 in the large category, which covers airports serving between 10 million and 32.9 million passengers annually – as her next option over heading north to the Los Angeles International Airport.
“Why go to LAX?” she said, describing what she perceived as a hassle there and the long drive back through traffic. “I always have San Diego as my second choice. It’s not as nice as Santa Ana, but it’s very efficient.”
Michael Taylor, managing director of travel, hospitality and retail for J.D. Power, has led the study for several years and understands what Summerl is saying about LAX.
“You have to break some eggs to make an omelet,” he said. “It’s unfortunate that the major construction creates problems for passengers in the short term, but LAX is addressing some of their major issues: access to the airport campus.”
Mega airports serve at least 33 million passengers a year. Palm Springs and Long Beach airports don’t have large enough passenger volumes to make the survey, Taylor said.
“We’re famous for trying to get industries to live up to higher standards and we give them a roadmap to what gets them there,” Taylor said. “These are things you need to work on. Happier people spend a lot more money at the airport. We’re trying to drive improvement in the most effective manner possible.”
The J.D. Power study found that despite the high cost of travel, more than 3 million passengers passed through Transportation Safety Administration checkpoints at North American airports on July 7 this year, setting a record for one-day passenger volume.
Both the Ontario and Hollywood-Burbank airports saw increases in passengers in the period the survey was done. Ontario has seen a 12% year-over-year bump. May marked a 4.68% increase compared to the year before for the Hollywood-Burbank, which had already been a record-breaking year for that airport with more than 6 million passengers.
“Huge air travel demand has not slowed down in North America, despite the steadily rising costs of flights, ground travel, hotel rooms and pretty much anything you can buy in an airport,” Taylor said. “Most travelers are still enjoying the experience. However, we are starting to see a breaking point in consumer spending, with the average spend per person in the terminal declining significantly from a year ago.”
The study found that in the last year, passengers spent $3.53 less per person on food and beverages than in 2023, which Taylor attributes to inflation.
“If the price exceeds the quality level, consumers will stop buying,” he said. “I think we’re at the margin of people saying, ‘I just don’t want to pay that anymore.’”
Still, Peter Blake, an art dealer who travels to shows and to visit private collectors nationwide, said he will sometimes head to John Wayne Airport early just to relax and grab some food. He likes the fact that the airport has some healthier options and some local vendors.
“Sometimes I think, should we grab a bite before we go, and then I say, ‘No, let’s just grab something there,’” he said.
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Another point the study found was that 70% of those asked really liked it when the airport reflects the local region and gives a sense of place of its surrounding community.
“John Wayne does have local vernacular, you feel it when you walk through the airport,” Blake said. “And, you’re a hop and skip away from the ocean and Fashion Island. If you’re there on a delay or arriving, you can immediately start living.”
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At LAX, where he also flies from, he points to the airport’s “incredible” Light and Space Movement show which is located at the west gates of the Tom Bradley International Terminal.
The exhibit shows the pioneers and innovators of one of Los Angeles’ most notable homegrown visual art movements from the 1960s and 1970s.
“People are immediately pulled into the artwork that comes from there,” he said.
Taylor said that making the airport reflect the area adds to the overall traveling adventure.
“Part of the experience of traveling is to have experiences you can’t get at home,” he said. If an airport can provide that experience, it elevates the total travel experience.”