September 30, 2019
Buffalo Airport ranked third place in customer service by J.D. Power among medium-sized airports. Although this is one drop down from last year, it still sits well with NFTA leadership, who said Buffalo Airport’s overall score rose even amid disruption from the early stages of an $80 million rehabilitation project.
“We were a little disappointed,” said William R. Vanecek, NFTA director of aviation. “But we improved in our score from 814 to 829 in customer satisfaction ... despite being in construction mode at the airport.”
J.D. Power, a firm that rates customer satisfaction using a variety of data and analytics, ranked Buffalo just behind Indianapolis and Jacksonville this year among medium-sized airports.
The firm measures terminal facilities, airport accessibility, baggage claim, security check, check-in/baggage check, and food/beverage/retail. The study is based on responses from 32,276 U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport, and it covers both departure and arrival experiences (including connecting airports) over three months.
J.D. Power said disruption caused by construction projects at airports around the country is reflected in this year’s rankings.
The rehabilitation is expected to be complete in 2021, and will include new walkways at each end of the terminal; modernized and expanded baggage carousels; upgrades and new locations for concessions; and what have been billed as better accommodations for international travelers. The project will also include a centralized play area for children, a new bus shelter and additional curb space at both ends of the terminal.