DETROIT (WWJ) - Detroit Metropolitan Wayne County Airport (DTW) has once against claimed the title of North America's number one airport for customer satisfaction, officials announced on Wednesday.
The top ranking, provided by the prestigious J.D. Power 2023 North America Airport Satisfaction Study, scored DTW at 800 out 1,000 points in the mega airport category. Mega airports are classified by J.D. Power as hubs that see 33 million or more passengers a year.
The ranking is nine points higher than what DTW scored on the study in 2022 and 14 points more than when DTW previously won the award in 2019.
The Romulus-based airport also took home the honor in 2010.
"I'm incredibly proud of our team whose tireless efforts and commitment to our customers earned this prestigious award," said Wayne County Airport Authority CEO Chad Newton. "We are always striving to remove the stress from travel and ensure our customers are safe, comfortable and satisfied when flying into or out of DTW. This recognition, which comes on the heels of our ACI World ASQ Award, shows we are listening to our customers and responding to their needs. J.D. Power has long been respected as a global leader for customer insights, making this award especially meaningful."
DTW beat out second-place winner Minneapolis-Saint Paul International Airport that scored 796 points and Harry Reid International Airport, which earned third place with 787 points.
The annual survey conducted by J.D. Power asked 27,000 customer to rank airports across six areas (in order of importance): terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage and retail services. DTW scored the highest in terminal facilities, security check, and food, beverage and retail services.
Airport officials say their "strong relationship" with federal partners, such as Customs and Border Protection (CBP) and the Transportation Security Administration (TSA), is the reason for DTW's high security check score.
"TSA is laser-focused on staying ahead of emerging threats to provide a safe and efficient security screening experience for the traveling public through innovative technology solutions and the hard work of our highly skilled workforce," said TSA Federal Security Director for Michigan, Reggie Stephens. "This honor is a reflection of the strong partnership with Detroit Metropolitan Wayne County Airport, and we look forward to continued collaboration as we deliver a top-tier security experience."
Officials said they remain committed to improving guest experience by prioritizing continuous improvements across the airport.
In the last year, the use of biometric/facial recognition technology has been expanded on to help quicken the boarding process, concession areas have been remodeled and additional amenities have been added to the Evans Terminal including renovating the Pet Relief Area, adding Step-N-Wash step stools in restrooms, installing USB charging ports, and refreshing the Hydrate Kids Play Area.
"Receiving the J.D. Power Award is a tremendous honor for DTW," Newton said. "We are always looking to raise the bar for customer service as we take Detroit to the world and bring the world to Detroit."
Officials said DTE saw over 28 million passengers in 2022. Detroit Metro is considered one of the world's leading hubs for airline travel, offering travelers the option to choose from 16 scheduled passenger airlines.
DTW boasts two award-winning passenger terminals, six jet runways, and an onsite AAA Four-Diamond Westin Hotel.
For more information about the North America Airport Satisfaction Study, visit here.
