O’Hare and Midway dip in customer satisfaction ratings

Travelers dissed both O’Hare and Midway international airports in the 2024 North America Airport Satisfaction Study released Wednesday by J.D. Power.

O’Hare slipped from a score of 763 in 2023 to 569 this year, the report showed. Midway declined from 780 to 598.

Factors assessed in the study included crowding, food and beverage prices, ease of travel through the airport, terminal facilities and staff, plus departure and arrival experiences.

J.D. Power Managing Director of Travel Michael Taylor said O’Hare’s lower rating likely is related to the fact the airport is in the midst of a major redo project.

“It’s very common for an airport undergoing a major redesign to slowly drop in the rankings,” Taylor said. “The analogy is if you’re tearing down your house and building a new one, you don’t paint it.”

Chicago Department of Aviation spokesman Kevin Bargnes countered that “just last week, O’Hare was named the best-connected airport in America by the Official Aviation Guide, and for 20 years in a row, the readers of Global Traveler magazine have ranked O'Hare the Best Airport in North America. The CDA remains committed to continually enhancing passenger experience at both airports.”

Bargnes added, “at O’Hare, extensive terminal redevelopment work is underway. Many new local brands have recently opened in Terminal 5, including The Hampton Social, Bar Siena, and Publican Quality Bread.”

He noted that the O’Hare 21 Terminal Area Plan, which includes two new satellite concourses and a new O’Hare Global Terminal is advancing. “Site preparation for the first satellite concourse is already underway, with a target completion date of 2028,” Bargnes said.

DePaul University aviation expert Joseph Schwieterman said “the drop in Chicago's rankings aren't anything specifically we've done wrong with our airports, it’s that other cities have made major terminal improvements at a much faster pace.

“Let's be realistic. With two of its major terminals more than 50 years old, O'Hare needs a face-lift, and that massive O'Hare 21 program should provide that. It can't come a moment too soon.”

So who won the popularity contest with large airports? Minneapolis-Saint Paul International Airport was the crowd-pleaser this year.