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Newsroom
By Houston Business Journal
May 20, 2008
Both of Houston's high-traffic airports were named by J.D. Power and Associates as top-performers in their respective classes for customer service.
Houston Hobby ranked second among the top-performing small airports -- those handling fewer than 10 million passengers a year.
The 2008 North America Airport Satisfaction Study evaluated airports between April 2007 and May 2008 in six categories assessed through 27 specific attributes, with five representing a top score.
Hobby scored five for baggage claim and four for overall satisfaction, airport accessibility, check-in/baggage check, security check, terminal facilities and food and retail services.
The smaller airport category was led by Dallas Love Field.
In the large category, with 30 million or more passengers per year, George Bush International was among eight airports receiving a score of four or higher.
The airport scored a four in all categories except food and retail services, where it received was rated a five.
Comparable airports included Hartsfield-Jackson Atlanta International, John F. Kennedy International, Miami International and Phoenix Sky Harbor.
Leading the large airport category was Philadelphia International, followed by Las Vegas' McCarran International and Orlando International.
Overall, the study found satisfaction with airports was down 14 points this year to 675 on a 1,000-point scale.
J.D. Power and Associates is a Westlake Village, Calif.-based market research firm.
Copyright © 2008 - Houston Business Journal
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