Philadelphia International Airport (PHL) has been identified as the worst large airport in North America for passenger satisfaction. This finding comes from the annual J.D. Power airport satisfaction study, released on Wednesday, September 18, 2025. The study evaluates airports based on seven key factors, including ease of travel and available food and beverage options, surveying over 30,000 travelers across the U.S. and Canada.
While many North American airports are experiencing record passenger volumes and generally improved satisfaction levels, Philadelphia's airport did not follow this trend. Its low ranking highlights specific areas needing attention to enhance the traveler experience.
Key Takeaways
- Philadelphia International Airport (PHL) ranked as the worst large airport in North America.
- The J.D. Power study assessed airports on seven factors including ease of travel and food options.
- Overall passenger satisfaction improved across mega, large, and medium airport categories.
- Airport renovations and improved amenities contributed to higher satisfaction scores elsewhere.
Understanding the J.D. Power Study Methodology
The 2025 J.D. Power North America Airport Satisfaction Study gathers feedback from more than 30,000 travelers. These surveys are collected from both U.S. and Canadian passengers. The report categorizes airports into three main groups based on annual passenger volume.
These categories are: mega airports, handling 33 million or more passengers annually; large airports, serving between 10 million and 32.9 million passengers yearly; and medium airports, with 4.5 million to 9.9 million passengers per year. This segmentation allows for a fair comparison among similar-sized facilities.
Study Snapshot
- Surveys Collected: Over 30,000
- Regions Covered: U.S. and Canada
- Categories: Mega, Large, Medium airports
Key Factors for Passenger Satisfaction
The study measures satisfaction across seven critical factors that influence a traveler's airport experience. These include the overall ease of navigating the airport, the level of trust passengers have with the airport, and the quality of terminal facilities.
Other important aspects are the helpfulness of airport staff, the experience of departing from and arriving at the airport, and the variety and quality of food, beverage, and retail options available. The experience of getting to and from the airport also plays a role in the overall score.
Philadelphia's Performance in Detail
Philadelphia International Airport (PHL) received a score of 570 points on J.D. Power's 1,000-point scale. This score placed it at the bottom of the large airport category in North America. Only Montréal-Pierre Elliot Trudeau International Airport scored lower, indicating a challenging passenger experience at PHL.
In the U.S. specifically, St. Louis Lambert International Airport was ranked as the second-worst large airport, closely behind Philadelphia. These low scores suggest that passengers using these facilities face notable inconveniences or dissatisfactions.
"J.D. Power finds that when airports create a genuine sense of location, overall satisfaction scores improve by an average of 190 points," the report states.
Why Satisfaction Matters
Passenger satisfaction is a key indicator of an airport's operational efficiency and service quality. High satisfaction often correlates with positive economic impact for the region and improved public perception.
Airports invest significantly in infrastructure and services to enhance the traveler journey, recognizing the importance of a smooth and enjoyable experience.
Overall Trends in Airport Satisfaction
Despite challenges like widespread flight delays and cancellations, overall passenger satisfaction has increased this year. This improvement is largely attributed to significant renovations and upgrade projects completed by many airports. These projects have introduced better food, drink, and retail options within terminals, directly impacting passenger sentiment.
The study reported an 8-point increase in overall satisfaction for mega airports, a 15-point increase for large airports, and a 10-point increase for medium airports. These gains suggest that investments in airport infrastructure and amenities are paying off in terms of passenger experience.
Top and Bottom Performers Across Categories
Minneapolis-Saint Paul International Airport earned the title of best mega airport for the second year in a row. This consistency highlights its commitment to passenger satisfaction. Detroit Metropolitan Wayne County Airport and Phoenix Sky Harbor International Airport also ranked highly in the mega airport category.
Best Mega Airports in North America (2025)
- Minneapolis-Saint Paul International Airport
- Detroit Metropolitan Wayne County Airport
- Phoenix Sky Harbor International Airport
- Dallas/Fort Worth International Airport
- Harry Reid International Airport
Worst Mega Airports in North America (2025)
- Newark Liberty International Airport
- Charlotte Douglas International Airport
- Seattle-Tacoma International Airport
- O’Hare International Airport
- Los Angeles International Airport
Large Airport Rankings
While Philadelphia ranked last among large airports, other facilities in this category received high praise. John Wayne Airport, Orange County, topped the list for large airports, indicating a positive and efficient experience for its travelers.
Best Large Airports in North America (2025)
- John Wayne Airport, Orange County
- Tampa International Airport
- Dallas Love Field
- Kansas City International Airport
- Raleigh-Durham International Airport
Worst Large Airports in North America (2025)
- Philadelphia International Airport
- St. Louis Lambert International Airport
- Washington Dulles International Airport
- Honolulu International Airport
- Oakland International Airport
Medium Airport Rankings
Indianapolis International Airport was recognized as the best medium airport. This airport consistently performs well in passenger satisfaction surveys, demonstrating effective management and service delivery.
Best Medium Airports in North America (2025)
- Indianapolis International Airport
- Buffalo-Niagara International Airport
- Jacksonville International Airport
- Palm Beach International Airport
- Milwaukee Mitchell International Airport
Worst Medium Airports in North America (2025)
- Cleveland Hopkins International Airport
- Eppley Airfield
- Kahului Airport
- Albuquerque International Sunport
- Pittsburgh International Airport
The J.D. Power study provides valuable insights for airport authorities and travelers alike. For Philadelphia International Airport, the results highlight a clear need for improvements to meet passenger expectations and enhance its standing among North American airports.
