Cleveland Airport Ranks Nearly Dead Last in New Study - Page 2
Cleveland Hopkins International Airport just hit its worst ranking yet — last among midsize airports in the latest J.D. Power traveler satisfaction survey. Hopkins logged 580 out of 1,000 and placed 15th out of 15 airports in its category (airports with 4.5-9.9 million passengers). Survey participants cited issues with terminal facilities, delays, staff interactions, and perceived overcrowding as major pain points.
The J.D. Power study evaluated airports across seven categories, including ease of travel, trust in the airport, arrival and departure experience, and food & retail. Hopkins has ranked low in past studies too, but this result puts extra pressure on leadership to show change.
Airport director Bryant Francis has acknowledged deficiencies in past years, saying that some things “haven’t kept up.” With Cleveland seeing steady passenger growth, many locals are calling for faster upgrades in parking, signage, concessions, and customer service. If Hopkins doesn’t improve, the gap between expectations and reality could hurt its reputation even more.
Here are the results of the North America Airport Satisfaction Study based on J.D. Power. Next to each airport title is its Overall Customer Satisfaction Index Rating:
