MEM’s Customer Satisfaction Rises To Above Average in ‘04

April 5, 2005

According to the J.D. Power & Associates 2004 Global Airport Satisfaction Index Study, Memphis International Airport ranked 8th out of 34 medium-sized airports, and scored higher than Detroit and even with Minneapolis, Northwest’s other hubs. Last year MEM ranked below the other two NWA hubs.

The 2004 Global Airport Satisfaction Index Study is based on responses from more than 9,000 passengers who took a flight between October 2003 and November 2004. Respondents were surveyed in six different languages and each evaluated up to two different airports.

According to Linda Hirneise, partner and executive director of travel industry research at J.D. Power and Associates, the keys to improving airport satisfaction across the globe require improving passenger facilitation, managing wait time and providing an environment where airport passengers can be productive by multi-tasking.

“The tremendous achievements of everyone operationally has helped Memphis improve so much this past year,” said Hirneise. Memphis’ substantial gain over last year was made without consideration of upgrades that were already in progress.

Memphis International can expect even greater scores in the near future as facilitation improvements come to fruition; items such as completion of the new concessions facilities, initiation of the Airports Wi-Fi Zone, redesign of the entrance/exit roadway system, parking renovation/expansion, and new way finding signs.