dtwclipper
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DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 11:23 am

Detroit Metropolitan Airport is ranked second highest in the country in overall customer satisfaction among large airports up from fourth last year, according to the results of the J.D. Power & Associates 2007 North America Airport Satisfaction Study released Tuesday.

Detroit tied with Atlanta’s Hartsfield-Jackson Airport for the ranking. The airports were second to Dallas/Ft. Worth International

http://www.freep.com/apps/pbcs.dll/a...?AID=/20070522/BUSINESS05/70522023
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detroitflyer
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 12:47 pm

i thought that customer satisfaction in airtravel anyway had to do with how each airline handles the situation. If we are talking about comfort, layout etc. its not too hard to believe. The world gateway is probably the best in the country.
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geniusjacky
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 1:12 pm

I really like the world gateway too, just a very nice terminal. But if they could extend the airtrain to the satellite would saves me a lot of effort.
But I have to agree DFW is overall better than DTW, because of the not-so-good Smith terminal. But I am sure once the North terminal comes in place, DTW will be one of the best.
 
DL WIDGET HEAD
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 1:14 pm

Quoting Detroitflyer (Reply 1):
The world gateway is probably the best in the country.

I'll agree with that. The NW (and DL, CO) facility is marvellous. I'm a little surprised by the ATL ranking though.
 
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RedTailDTW
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 1:30 pm

I don't think ATL should have been there. I would say that DEN or IAH would be a better choice but that's my opinion.

I am glad that DTW is one of the best in the country. I absolutley love the McNamara / World Gateway Terminal and Northwest Airlines. I enjoy everytime I fly into/out of there and hope that the new North Terminal will be just as nice.

It seems as if DFW is getting alot of attention lately. I do agree that Terminal D is a marvelous terminal and DFW is my second favorite airport but I don't know if it should be #1.



Mason (RedTailDTW)
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stirling
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 1:36 pm

What was the criteria.....LaGuardia the best medium airport?

I will disagree til the cows come home!....PDX is far superior, in the medium category, 10 to 30 million annual passengers.
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vega
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 1:45 pm

Here are all the Large Airport Ratings:
http://www.jdpower.com/util/ratings/...dy_id=105&vertical=Travel&v1=Large

Here are all the Medium Airport Ratings:
http://www.jdpower.com/util/ratings/...y_id=105&vertical=Travel&v1=Medium

It should be noted that except for the Winner, all airports are listed in alphabetical order. Standing is essentially the Sum of each Airport's Dots in relation to all others..
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hjulicher
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 1:55 pm

DTW is not a medium sized airport, with over 600 daily flights, and around 37million annual passengers, DTW dwarfs places like PDX and LGA. Yes the Smith Terminal is quite shi**y at the moment, but in one year, DTW will leap forward and be the best in the country with the addition of the North Terminal. Anyone using the world gateway will honestly be surprised, and with the negative stereotype that DTW has, arriving connecting passenger, or first time visitors are always surprised when they get into the terminal. It's really a good feeling when you hear people say "Wow, this is Detroit." The Westin is awesome too. My only problem is that there is really no place to go, other than the Westin (which is what my family does) when we go see someone off at the airport. Since you can't go into the terminal, there is no place to sit, and wait for your flight with your family. However, going to the Westin is always nice and convenient with it's own security check.

DEN is a great airport, and other than the tent architecture in the Jepessen Terminal, I don't see as being an extraordinary airport. The terminals are sparse and basic, and the food offerings are limited. Getting to the airport is hassle, especially driving 10miles on Pena Blvd. LUGGAGE IS TERRIBLE. It honestly takes about 1 hour to get your bags at the baggage carousel, and and extra 15 minutes if you have skis since they're last. The terminal is nice though, and it serves its function well, but DEN has problems, and this winter exposed one of their weaknesses.
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NWADC9
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 1:57 pm

I can't believe Kansas City was ranked higher than Pittsburgh...  Angry And DEN being ranked rather poorly? Screw these ratings!  hissyfit 
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burnsie28
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 4:06 pm

Quoting Hjulicher (Reply 7):
Since you can't go into the terminal, there is no place to sit, and wait for your flight with your family.

If your a guest of the hotel you are allowed to go into the Terminal as long as you have your room key with you.
 
usflyer msp
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 4:32 pm

I have to question JD Power's methodology on their surveys. There is absolutely no way that ORD,EWR, JFK, LAX and especially PHL provide better experiences for their passengers than MSP, DEN and SFO. I think 99% of the traveling public would agree with me.
 
md94
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 5:04 pm

Kudos to MCI! I enjoy flying in and out of MCI because it is so quick to get to your gate and get off your plane.  bigthumbsup 
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PSU.DTW.SCE
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Wed May 23, 2007 11:46 pm

My belief in this survey went out the window when I saw that ATL was tied for second, and ORD & PHL were at the top of the list.....seriously.

PHL belongs at the bottom!

So while I believe DTW is one of the top airports in the country, well deserving of its #2 ranking, I take this survey, like all of them with a grain of salt.
 
apodino
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 12:55 am

This is one of those cases where people are not looking deep into the survey and are just looking at it on the surface, where if you look at it a little more deeply, this survey may be more credible than it appears.

Criteria 1 - Airport Accessibility: I don't know exactly how people voted here, but given that airports like DEN and IAH are light years outside the city and also have no public transportation access along with only one highway, they are lower. DTW had high marks here which does suprise me a bit. Additionally, JFK and EWR rate high, EWR actually has excellent highway access, plus the AirTrain. JFK isn't has good, but they have AirTrain to two places. SFO and MSP probably get held down because of the long access road from the highway to get in.


Criteria 2 - Check in: LAS ranked highest here and the biggest reason why is probably the CUTE terminals which allow self serve check in for any airline, and something I think is needed at all airports to help airlines cut costs. Looking at the rest of the list, I think its pretty accurate. MSP is probably low simply because it can be next to impossible to find a non northwest ticket counter in the terminal. JFK being high is a bit surprising though.

Criteria 3 - TSA: All this deals with is speed of getting through TSA and friendliness. If you have ever cleared TSA in MSP, you know its a very slow process in that airport. DFW gets high marks obviously because by its very nature there aren't too many crowded checkpoints. My only complaint here is that LAS is often a TSA nightmare, but it got a Five star rating.

Criteria 4 - Terminal Facilities: DEN is ranked very low here and I don't know why. Maybe passnegers don't think its well signed or something like that. MSP is ranked near the bottom, which is largely due to the extremely long walks necessary in the airport. Try clearing Customs from the LGW flight, then having 20 minutes to get to a Pinnacle flight. It will probably take you 30 minutes just to walk that. Plus its not the best signed airport in the world, meaning it is easy to get lost, and last time I was there it was hard finding the light rail. All the airports that should be near the top in this (LAS, DTW, DFW) are, and JFK is near the top too which is surprising, but I guess other than 2 and 3, most of the terminals are simple and easy to navigate. ATL, PHL, and MCO are in the next tier as all three airports are very easy to navigate and are well signed. Again, these ratings got it right for the most part.

Criteria 5 - Food and Beverage: MSP should be higher as they have plenty of choices. Problem is they are all so spread out most passengers don't know about all of them. Highest rated airports were JFK, IAH, DFW and PHL. I don't know much about the options in either JFK or IAH, but I do know that PHL has one of the better food courts out there. They have lots of great options, you never have to wait long for service, they are reasonably priced, and the staff are pretty friendly as well. DFW has some good options, including Auntie Anne. Next tier were LAX, which may be a bit high since the only good places I have found there are in the TBIT, DTW which has good options but not a lot of reconizable names, and ATL, which has lots of good options, but you have to find the right concourses.

Criteria 6 - Retail services: No real complaints here from anything. MCO should be a bit higher, but the airport shops are between the two TSA checkpoints, and most people are going straight to TSA from the ticket counters. MSP again gets killed by being so spread out.

Criteria 7 - Baggage Claim: This seems to be more about ease of finding the baggage claim more than speed. Obviously DFW is highest here as they should be. I am not familiar with landside in DEN so I can't comment, but I know baggage has been a problem there since it opened. EWR also ranked high on this list. One thing that I think killed a lot of airlines here is the fact that when you get to the baggage claim, it can be difficult figuring out which carosel serves your airline. This is especialy true in LAS, MSP, and MCO.

Criteria 8 - Customs: EWR got high marks here, and its largely probably due to the new terminal C facility. This is the area where most airports did the worst. The best of the rest were PHL with A West being a modern facility, IAH which also has a modern facility, MCO which is killed only be a TSA recheck and reclaim issue, and LAX which I am not too familiar with. This seems to be the area where most airports could use the most improvement.



There you have it. Using these criteria, JD power may have gotten this one right. As i said, this survey did not take into account things like runway layouts, delay proneness, or issues like that. This just focused on the terminals themselves and how they present themselves to the passengers. And they pretty much got it right. And I will debate this with anyone.
 
doug_or
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 1:21 am

Quoting Apodino (Reply 13):
Criteria 1 - Airport Accessibility

PDX got 2 dots and LGA got 5. The MAX light rail goes to right to PDX, while getting to LGA requires taking a subway to Jackson heights and then a bus (25+ minutes to LGA). I live SW of Portland and the airport is NE of the city, yet it only takes 25 minutes from my driveway to the departures drop off area.

Quoting Apodino (Reply 13):
Criteria 4 - Terminal Facilities:

PDX 2 LGA 4. Anyone who has been to both these airports would assume this is a typo. I have only been to the US terminal and the main terminal @ LGA, but they are much worse (with the exception of the US shuttle wing) than any part of PDX.

Quoting Apodino (Reply 13):
Criteria 5 - Food and Beverage:

PDX 2 LGA 4. PDX has everything from reasonably priced nice sit down resturants to Wendy's, and all of it at street prcies. Hell, I love got pie, and everythime I'm back in NY (even for a few hours), I need to get a slice, but when i comes to what is available in the airport PDX has better stuff than LGA. A tie here would be unfair but to rate LGA higher is rediculous.

Quoting Apodino (Reply 13):
Criteria 6 - Retail services:

PDX 2 LGA 4. In 8th grade I had a teacher woul gave every student the same grade no matter the qulaity of their work. I was a B student and no matter how much effort or how severely I slacked off I always got Bs (until I discovered clip art and we got a color printer... then I got a few A's). Anyway, seems like a pattern here. In addition to the ususal newstand fare, PDX has the best airport bookstore I've seen (Powell's), the made in Oregon store and a host of other 1 off interesting retailers. Once agian, a tie here would be unfair but to rate LGA higher is rediculous.


I know everyone roots for the home team, but I was based out of LGA for a while, so I think I can make a pretty fair assesment. The survey is bullocks.


edit: 5 stars for terminal facilities @ LAS?!?!?! I take it non of the survey takers have flown HP/US out of there!

[Edited 2007-05-23 18:24:35]
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jkarp2112
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 3:41 am

Quoting Doug_Or (Reply 14):

I have to completely agree, PDX is fantastic. Ex - when picking someone up at arrivals you can actually *leave* your car and go inside to the baggage pick up and meet your party. No over zealous traffic cops all over you if you stop for a second. PDX is super clean, efficient, and the staff are overall courtious and competent.

But PDX is way smaller then DTW. Thus when the Smith terminal is finally turned into rubble and the new terminal is on-line, it would be very tough to find a better airport of that size.

SFO? Besides international, the place has really turned into a dump - try going to the Continental or American terminals for a red-eye. The place is trashed to the point of being gross.

ATL? Better then SFO but just too crammed to make it a "nice" experience. Kinda like ORD and EWR - I think you just end up dealing with the masses too much to enjoy the airport itself.

LAS? Yuck. The massive lines during busy weekends (aka *every* weekend) and the forever wait time for your bags. The slot machines dinging everywhere on arrival and everyone hung-over and cranky when departing cuz they've had all the Vegas they can take.

DEN? Quite nice. Never had a bad experience even during the heavy traffic times in the Frontier wing...but the horrible snow-in last holiday season makes me avoid DEN like the plague in winter.

DFW? Nice too, but so HUGE it starts to feel like HKG when going from one end to the other on a connection.
 
siromega
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 3:57 am

Quoting Jkarp2112 (Reply 15):
LAS? Yuck. The massive lines during busy weekends (aka *every* weekend) and the forever wait time for your bags.

One of the perks of living in LAS is that for you the lines are usually the times you arent traveling - if I leave thursday or friday the TSA lines arent that bad and baggage claim is busy, and when I come back sunday or monday the TSA is busy and I'm getting my bags from the carousel.

And LAS is working on a new checkpoint for the C concourse the last time I heard. Something like most of the upstairs area will be for D and there will be a smaller C checkpoint and the main C checkpoint will be downstairs or something like that. Terminal 3 cant get here quick enough (it'll have security checkpoints for D as well as the T3 gates).
 
deltairlines
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 4:12 am

The one thing with LAS is that, yes, the lines are long, but they move pretty quickly. I was in LAS a few weeks ago, and it seemed like the regular line was outpacing the First Class line by quite a bit - being in the First Class line saved me maybe about 5 minutes since there was one screener for that line and 10 for the regular line.
 
Eagle11
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 8:06 am

Quoting Detroitflyer (Reply 1):
The world gateway is probably the best in the country.

Definately my favorite to travel through!
"The Eagle has landed"
 
vega
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 8:59 am

Quoting Apodino (Reply 13):
This is one of those cases where people are not looking deep into the survey and are just looking at it on the surface, where if you look at it a little more deeply, this survey may be more credible than it appears....

Agree completely. Most get so wrapped up in why their precious airport wasn't at the top of the list, they don't even bother analyzing the rationale/details of the results. Instead they take the position of bashing the winners, even though I'd venture most have little personal experience with representative numbers of the listed locations. If you review previous results, the A-net replies are essentially identical in nature, even though the standings are different.
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doug_or
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 9:41 am

Quoting Vega (Reply 19):

My comments were about the two airports I've spent the most time in. I (and others who have commented and are not from PDX) seem to be in agreement- PDX is a great little airport. Further, LGA is a cramped, squalid *hole. why on earth would LGA consistantly get twice as many dots as PDX?

Why would PHL get 4 dots for its facilites? They're horrible.

There are nice parts of LAS, but the HP/US side is a disaster. Why would they get 5 dots?


heres all I could fidn about their methodology:

"The 2007 North America Airport Satisfaction Study is based on responses from more than 10,200 passengers who took a flight between May 2006 and April 2007. Passengers evaluated up to two different airports—their departing and arriving airport—for a total of more than 17,400 evaluations."

Who selected the passegners? Were they offered compensation for completeing the survey?

I'd like to hear from FFs who have been to the airports they evaluate twice or more in the last 6 monthes. If they're surveying people who haven't flown for a few years and are just dragging their ankle biters down to see the Rat they have no point of refrence. They might give 5 dots becuase there was a McDonalds and they like their fries, or just 1 because the bar nearest their departure gate was closed and they need a beer to chase the sleeping pill.
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Cubsrule
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 9:49 am

Quoting Apodino (Reply 13):
This is one of those cases where people are not looking deep into the survey and are just looking at it on the surface, where if you look at it a little more deeply, this survey may be more credible than it appears.

And it is exactly by looking in more depth that I think the ridiculousness of this comes through.

Let's take ATL. They get 4 stars for security. For those who know to go to T, it's great, but the main concourse can be a nightmare. MCO and DTW are a million times better, especially if you take into account the fact that the passenger mix at MCO tends to lead to slower security.

Then they went and gave ATL 2 stars for FIS. For me, it's actually one of the highlights of ATL. Considering the number of passengers they move through there, the speed and politeness of all of the agents (and the DL and ATL support staff) are really remarkable. While the experience for O&D kind of sucks, that's hardly representative, as most of ATL's international passengers are making connections. There's no way that ORD deserves a better ranking; its experience for connecting passengers is worse than the ATL O&D experience.

I could go on...
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vega
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 10:06 am

Quoting Doug_Or (Reply 20):
My comments were about the two airports I've spent the most time in. I (and others who have commented and are not from PDX) seem to be in agreement- PDX is a great little airport. Further, LGA is a cramped, squalid *hole. why on earth would LGA consistantly get twice as many dots as PDX?



Quoting Doug_Or (Reply 20):
Why would PHL get 4 dots for its facilites? They're horrible.
There are nice parts of LAS, but the HP/US side is a disaster. Why would they get 5 dots?

Your reply substantiates my claim. You admit to have (sufficient) experience with 2 airports, including your own, yet you categorically bash PHL and others. Ever been to and used the International Terminal ar PHL? There are "nice" parts to about every major airport and although from my perspective PDX is OK, it has 1/2 the domestic traffic of PHL and far less international. PDX is better compared to PIT, or most of the other "medium" airport listings .
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doug_or
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RE: DTW Ranks No. 2 In U.S In Customer Satisfa

Thu May 24, 2007 10:54 am

Quoting Vega (Reply 22):
Your reply substantiates my claim. You admit to have (sufficient) experience with 2 airports, including your own, yet you categorically bash PHL and others. Ever been to and used the International Terminal ar PHL? There are "nice" parts to about every major airport and although from my perspective PDX is OK, it has 1/2 the domestic traffic of PHL and far less international. PDX is better compared to PIT, or most of the other "medium" airport listings .

First off, I think your missing my point. No where in any of my posts did I say PDX should be rated first. My point was that the two airports for cities I had most recently lived had ratings that were opposite of my experices.

As far as PHL and PDX? Why the comparison in fligt nubmers and destinations? Not only was thatnot even a category, PHL and PDX weren't even on the same list.

How much time have I spent wandering PHL? The hours are in the low 3 digit range. I am familiar with all of the terminals. I know the A west is nice and east ok, but thats pretty much it. E might be ok but I don't remember. The only times I've been through I've had to run, since I knew I'd have to reclear security becuase despite being connected to te rest of the terminal, the E concourse is curiously not connected via secure halway. Not even a bus. On the subject of buses.... how about packing into the C-F bus in the summer? Squashed sweaty and smelly. But at least there is a bus. How about te F-A bus? where is it? How long have you been waiting? 20 minutes? Dear god, you could almost clear security and walk it in that time! And once you get to F.... hope you already ate... you are stuck there with my least favorite 3 conessions. The food court and assoicated retail hallway are nice (and clean, certainly a welcome change from the rest of the nearby concourses), but I don't see why they got 5 stars. Sbarros is expensive (even if it is street prices), Asian Chao gave me horrible diarreah, Jet rock is outrageously expensive, Chick-fil-a is clsoed on Sundays and most of the resurants don't take vouchers from the airports largest airline US (I don't blame the resturants, who got burned by US in bancruptcy, but it still worsens the pax expereince). D is a bit hazy but I guess its not too bad. There's a cheaper Pizza place and a Burger King, which is kind of strange since they have the Golden Arches over in A west. C and B are both dirty and sqaulid. And they are the mainline gates for the biggest airline in the city. Pretty embarsssing. But not too surprising.

I stand by my comments.
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