Logan Airport scores low on customer satisfaction

A woman is reflected in the arrivals board at Logan International Airport in Boston.
Keith Bedford/Globe Staff
A woman is reflected in the arrivals board at Logan International Airport in Boston.

The good news is that passengers are happier than ever with their experiences at America’s airports.

The bad news is that they’re not very happy with Logan International.

A survey released this week from J.D. Power found that America’s airports are doing a better job of keeping travelers happy. Overall customer satisfaction reached a new high in 2017. On a scale of 1,000 points, airports in all categories scored 749 — 18 points higher than last year.


Michael Taylor, travel practice director at J.D. Power, attributes the higher score to improved TSA checkpoints, new airport technologies, and more personal touches, such as therapy dogs (Phoenix Sky Harbor International), 30 therapy ponies (Cincinnati/Northern Kentucky International), and even a therapy pig (San Francisco International), to help calm harried travelers.

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But at Logan, where there is no therapy pig, customer satisfaction was 733 out of 1,000. It ranked 15th out of 18 airports in the “mega airport” category. The J.D. Power report classifies Logan as below average. The top airport in the category was Orlando International. Newark Liberty International Airport scored lowest in customer satisfaction.

The 2017 North America Airport Satisfaction Study measures overall traveler satisfaction with mega, large, and medium North American airports by examining six factors: terminal facilities; airport accessibility; security check; baggage claim; check-in/baggage check; food, beverage, and retail.

The study is based on responses from 34,695 North American travelers who passed through at least one domestic airport with both departure and arrival experiences during the past three months.

The news isn’t all bad for Logan. It was one of the most improved airports in the study, jumping from 689 to 733 points. Still, that jump was not enough to lift it out of the “below average” category.


Continuing improvements at the airport should help bring its score even further for 2018. In addition to a revamped Terminal E and Terminal C, British Airways recently opened a posh new lounge. Logan is in the process of adding new restaurants. There are also new bridges that connect parking to terminals.

Perhaps the addition of a therapy pig and a few ponies could put Logan on top in 2018.

Christopher Muther can be reached at Follow him on Twitter @Chris_Muther