J.D. Power: Indy No. 1 Among Midsize Airports (Again!)

INDIANAPOLIS (Sept. 18, 2024) – The Indianapolis International Airport (IND) has established a long-standing reputation of earning aviation, airport and travel industry awards and honors. But the J.D. Power recognition is one that is a particular point of pride for the Indianapolis Airport Authority Executive Director Mario Rodriguez and the Indy airport team.

Today the IAA had the pleasure once again of being recognized in the J.D. Power 2024 North America Airport Satisfaction Study with the title of #1 in Customer Satisfaction among medium airports in North America. But the accolades didn’t stop there.

I’m immensely proud of the outstanding airport team and their unwavering commitment to serving the community and providing a world-class customer experience,” said Rodriguez, who recently reached his 10-year anniversary as the head of the IAA. “This significant award serves as validation of our team’s status as the best airport team in North America.”

As part of the study, the Indy airport was also recognized as #1 in food, beverage and retail and #1 in terminal facilities. This year’s honor makes the seventh time overall that the Indy airport has been at the top of the J.D. Power rankings.

J.D. Power ranks its recognition based on customer ratings. This year’s study is based on 26,290 completed surveys from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport. Travelers evaluated either a departing or arriving airport from their round-trip experience. The study was fielded from August 2023 through July 2024.

The Indy airport received an overall customer satisfaction score of 687 out of 1,000, which is the highest in the medium-sized airport category.

Throughout the year travelers give the Indy airport top marks in various customer feedback surveys leading to award recognitions, including the industry title of Best Airport in North America from Airports Council International – North America. The Indy airport has held this title for 12 years running. Travel + Leisure readers also recently named IND one of the world’s best as a Top 10 Favorite Domestic Airport – a title the airport has held for nine years in a row. Condé Nast Traveler also named IND as one of the best airports in America for 10 years in a row.

For more than a decade, travelers have repeatedly praised how well the Indy airport delivers on cleanliness, easy access to gates, efficient security check, variety of food and beverage and retail options, overall facility amenities and customer service.

“The Indy airport is often the first impression for the city’s 30 million annual visitors, setting the tone as a vibrant, cultured, and welcoming city,” said Chris Gahl, executive vice president and chief marketing officer for Visit Indy. “We continue to receive positive feedback from visitors on the customer service, cleanliness, programming, and overall experience at IND and we are fortunate to have their team and this stunning facility in our city.”

Click here to see the full results of the J.D. Power 2024 North America Airport Satisfaction Study.

* Indianapolis International Airport received the highest numerical score among small airports (fewer than 10 million passengers/year) in the proprietary J.D. Power 2010 North America Airport Satisfaction Study and the highest score among medium airports (4.5 to 9.9 million passengers per year) in the J.D. Power 2016, 2019-2020 and 2022-2024 North America Airport Satisfaction Studies of customers’ satisfaction with the airport they traveled through. Visit jdpower.com/awards for more details.