REPORT: KCI drops in satisfaction study

Posted at 9:04 AM, Dec 16, 2015
and last updated 2015-12-17 06:46:38-05

Kansas City International Airport's ranking in a satisfaction study has dropped significantly over the past five years.

KCI ranked 25 out of 34 medium-sized airports in the J.D. Power 2015 North America Airport Satisfaction Study released on Wednesday.

That's a big drop from the airport's ranking in 2010, the last time the studywas released.

J.D. Power Vice President Jeff Conklin said terminal facilities had the greatest impact on overall customer satisfaction.

According to Conklin, customers will spend more money at airports when they are satisfied with the facilities. 

In 2010, KCI ranked at the top of the list.

“Most airports have really made a tremendous shift over the past six years and are now focused on managing the end-to-end experience for their travelers,” said Rick Garlick, global travel and hospitality practice lead at J.D. Power. “It’s no longer just about getting travelers from Point A to Point B as efficiently as possible; it’s about making the airport experience enjoyable.”

The study examines six different factors:

  • terminal facilities
  • airport accessibility
  • security checking
  • baggage claim
  • check-in and baggage check
  • terminal shopping

KCI earned 742 points out of a possible 1,000 points. It's ranking classified as "about average."

In 2010, the airport actually earned the same amount of points. However, it was ranked No. 1 and earned an "among the best" classification.

Kansas City Council member Jolie Justus said the study continues to show lots of work is needed at the airport.

"We don't have the amenities that travelers want, like seating areas, restrooms, and diversity of food & drink," said Justus, who serves on the Airport Committee for City Council. "These are things our travelers want and deserve since they are the ones paying for the airport."

Mayor Sly James has said airport improvements will be paid for by airlines and fliers at KCI, not with general tax dollars.

In May of 2016, the City Manager's Office is expected to make a formal recommendation of whether to renovate KCI or build a new single-terminal facility.

The public will ultimately vote on the plans and have the final say on the future of the airport.


Follow 41 Action News on Twitter

Like 41 Action News on Facebook