'Lack of infrastructure upgrades' is keeping PHL back, per J.D. Power's senior managing director of travel, hospitality, retail and customer service.
The J.D. Power survey used six factors to measure customer satisfaction: terminal facilitiescheck-in, including baggage check; and food, beveragePHL improved in all six categories compared to last year, with access to the airport standing out, said Taylor.
Satisfied customers spend more money at airports, according to the report. Passengers who rated their airport experience a 10 out of 10, spent an average of $44 while those who rated their experience anywhere between a 1 to a 5 out of 10 spent $29.Once an airport figures out how to get passengers into the airport and onto an airplane well “what separates the good airport from the great airport is having a really good food, beverage and retail program,” said Taylor.
“The biggest fact that’s holding Philadelphia back would be the actual terminal facilities themselves,” he said.
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