Philadelphia International Airport (PHL) has once again received the lowest ranking in a national customer satisfaction survey. This marks the fifth consecutive year that PHL has placed last among airports of similar size, according to the J.D. Power traveler satisfaction study released on Wednesday.
Despite recent upgrades, including new restrooms and dining options, airport officials acknowledge that PHL faces significant challenges due primarily to its aging infrastructure. These efforts are part of a broader plan to prepare for a major influx of tourists expected in Philadelphia in 2026.
Key Takeaways
- Philadelphia International Airport ranked last for the fifth year in a row in J.D. Power's customer satisfaction survey.
- The airport's CEO, Atif Saeed, noted PHL's 85-year age as a primary factor in its low ranking.
- PHL's overall satisfaction score improved by 29 points this year, despite its last-place finish.
- Major infrastructure renovations are deemed necessary by industry experts for significant improvement.
- Projects are underway to enhance facilities ahead of Philadelphia's 2026 tourism events.
Aging Infrastructure Impacts Traveler Experience
Philadelphia International Airport, which turned 85 this year, struggles with facilities that are not designed for modern travel volumes. This age factor is a major reason for its consistent low performance in satisfaction rankings.
The J.D. Power survey evaluated 27 airports that handle between 10 million and 32.9 million passengers annually. PHL consistently ranked at the bottom of this category. In contrast, John Wayne Airport in California secured the top position, followed by Tampa International Airport and Dallas Love Field.
"PHL turned 85 this year, and admittedly in some places, we look our age," stated Atif Saeed, CEO of the city's department of aviation. "It is one of the reasons that despite many innovations, we don’t rank high on J.D. Power’s annual listing."
Survey Snapshot
- Number of airports surveyed: 27 (medium-sized category)
- Passenger volume: 10 million to 32.9 million annually
- PHL's ranking: Last for five consecutive years
- Top-ranked airport: John Wayne Airport (California)
Expert Views on PHL's Challenges
Michael Taylor, a representative from J.D. Power, highlighted the core issue. "The biggest issue with Philadelphia is simply that it is an old airport, and it’s in desperate need of renovation," Taylor explained. He pointed out that many of the airport's holding areas, where passengers wait to board, are significantly undersized.
These areas were not built to accommodate the current number of travelers. The infrastructure dates back 40 to 50 years, a period when air travel was far less common. This mismatch creates congestion and discomfort for passengers.
Historical Context
Philadelphia International Airport's oldest terminals are over 50 years old, with the 'newest' terminal dating back more than two decades. This contrasts sharply with modern airport designs that prioritize spaciousness, efficient passenger flow, and advanced amenities.
Taylor generally advises against recommending entirely new airport buildings due to the multi-billion dollar investment required. However, he believes PHL is an exception. "They’ve got their money’s worth out of the buildings they’ve had," Taylor commented. He concluded that it is difficult to achieve a high-quality airport experience from a very old set of buildings.
Improvements and Future Plans
Despite its low ranking, PHL has made progress in certain areas. Saeed used the State of the Airport address to highlight these recent achievements. The airport's food, beverage, and retail options received positive feedback in the survey, according to Taylor.
The J.D. Power study evaluates several factors: ease of travel, dining and shopping choices, traveler trust, perception of terminal facilities, staff performance, and the experience of arriving and departing. Over 30,000 travelers participated in this year's survey.
Recent PHL Upgrades
- Eight new restrooms opened in the past year.
- New exit doors installed in Terminal D.
- Addition of new lounges and diverse food and beverage options, including a Middle Child location.
- Implementation of a new customer service training program for staff.
PHL's total score in the survey improved by 29 points this year. Saeed described this as "a testament to the work we are doing." However, he acknowledged that the airport remains last in the rankings and has much more to do.
"The age of our infrastructure challenges our ability to significantly move up in the rankings," Saeed stated. "Our 'newest' terminal is over 20 years old, and the others are at least 30 years older."
Preparing for 2026
Philadelphia is set to host several major events in 2026, including the World Cup and the MLB All-Star Game. These events are expected to bring a substantial increase in visitors. The airport has prioritized specific projects to prepare for this influx.
These projects include upgrading SEPTA Regional Rail platforms, refreshing seating and carpets in passenger waiting areas, new landscaping, and updated roadway signage. These improvements aim to enhance the visitor experience both inside and outside the terminals.
Saeed expressed excitement about 2026, but also emphasized the long-term vision. "What do we do with this opportunity, and how it shapes our next 250 years?" he asked. This indicates a focus on sustained improvements beyond the immediate tourism boom.
Long-Term Vision
Airport officials are working with stakeholders to develop a long-term plan for future success. This plan includes both enhancing existing facilities and exploring options for significant redevelopment to address the fundamental challenges posed by the airport's age.
The airport's efforts to modernize are ongoing, but the fundamental limitations of its aging buildings remain a primary hurdle. Significant investment and strategic planning will be necessary to move PHL higher in future customer satisfaction rankings.
