O'Hare and Midway Airports Ranked Low in Traveler Satisfaction Survey

O'Hare and Midway airports in Chicago have been ranked among the lowest in customer satisfaction according to a recent survey.
Outdated and Unpleasant Facilities
The airports have been described as outdated, crowded, and relatively unpleasant for travelers passing through. In a yearly survey of North American airports, O'Hare and Midway were found to rank near the bottom in terms of concessions and facilities, including access to parking lots.
Poor Upgrade Performance
O'Hare specifically received low scores due to falling behind on upgrades in anticipation of a multi-billion-dollar renovation project. According to Michael Taylor from J.D. Power, airports undergoing renovations often experience a decline in satisfaction ratings.
Ranking and Passenger Volume
O'Hare ranked 18th out of 20 largest airports in the North America Airport Satisfaction Study that surveyed 26,000 travelers. The airport has also dropped from its position as one of the busiest in the country, coming in fifth for passenger volume in 2023 with 73.9 million passengers.
Comparison with Other Airports
Hartsfield-Jackson Atlanta International Airport, the busiest in the country, ranked only slightly higher than O'Hare at 17th in the satisfaction survey. Minneapolis-St. Paul International Airport claimed the top spot among the largest airports.
Improvement Efforts
Despite the low rankings, the Chicago Department of Aviation remains committed to enhancing the passenger experience at both airports. O'Hare has been recognized as the 'most connected' airport in America and has received accolades from Global Traveler magazine for 20 consecutive years. The airport is currently undergoing the O'Hare 21 Terminal Area Plan, which includes the construction of new concourses and a Global Terminal.
Focus on Passenger Experience
Research has shown that happier passengers tend to spend more money at airports, emphasizing the importance of customer satisfaction. Joseph Schwieterman from DePaul University noted that Chicago's airports need to make improvements to meet the rising expectations of travelers. With the ongoing upgrades and expansion of food concessions, efforts are being made to enhance the overall airport experience for visitors.