In a J.D. Power survey, travelers rank Logan among the worst big airports in US
Despite a slew of recent renovations, travelers ranked Logan International Airport among the worst in the country for a third consecutive year, according to a J.D. Power survey released this week.
In a study of airports of comparable size, J.D. Power found that Logan came in 16th out of 19 airports. Orlando International and Las Vegas McCarran International tied for first place, while Newark Liberty placed last.
The study reported that travelers are more impressed with Logan’s food and retail offerings, accessibility, and baggage claim than in previous years, but those improved scores were not enough to keep the airport from being classified as “about average.” Not a distinction that many airports would trumpet.
“Several multibillion dollar airport construction projects — such as those in Boston, Los Angeles, and Chicago — are reaching phases in which passenger disruption and increased traffic will be incredibly hard to avoid,” Michael Taylor of J.D. Power said in a news release. “How well these rapidly expanding airports manage throughout these infrastructure projects will provide valuable insight into what’s in store on a nationwide basis.”
In the survey of more than 40,000 passengers, respondents were asked to rank their airport experiences in six categories: terminal facilities, airport accessibility, security check, baggage claim, check-in/baggage check, and food, beverage, and retail.
Logan placed “about average” in nearly every category. It placed below average (officially called “the rest”) in accessibility and food, beverage, and retail.
Logan has been in a near-constant state of renovation for the better part of a decade, trying to keep up with changing passenger tastes, security enhancements, and a growing number of airlines.
In 2016, Massport finished a $160 million upgrade of Terminal E. In February, AECOM, along with design partner Luis Vidal & Architects, was awarded a design-and-engineering contract for $750 million worth of further upgrades at Terminal E over 10 years.
Terminal B renovations, which are scheduled for completion next year, will add about 70,000 square feet plus new dining options, such as Kelly’s Roast Beef and Lucca Restaurant & Bar.
“In order to keep up with airport trends, what the airlines want to see, and what passengers expect, there’s almost always some sort of construction at the airport, large or small,” Thomas Glynn, the chief executive of Massport, said in an e-mail.
That construction has left the airport not always looking its finest.
Massport announced last month that the operators of Boston Public Market will open a 6,000-square-foot outpost of the downtown marketplace next spring in Terminal C, which will include Santarpio’s Pizza, Sullivan’s Castle Island, and Saloniki Greek.
Those additions could help Logan’s lagging food and beverage scores.
The J.D. Power survey scored airports on a scale of 1 to 1,000. Orlando and Las Vegas came in with a customer satisfaction score of 781; Logan’s score was 747. It’s a dramatic improvement from its 2016 score of 689. Last year, Logan scored 733. Logan falls into the mega-airport category, competing against the nation’s largest airports.
In response to the J.D. Power survey, Massport released a study it commissioned this year from the national nonprofit research firm Mass Insight. In that study, 76 percent of travelers had a “very/somewhat favorable” opinion of Logan, 16 percent had a “very/somewhat unfavorable” view of the airport, and the remaining 8 percent didn’t have an opinion.
Those looking to cling to a bit of airport home pride can take heart in the fact that both Chicago O’Hare and Los Angeles International scored lower than Boston.