A 2024 customer satisfaction report released by J.D. Power on Sept. 18 ranked Jacksonville International Airport as the second-best medium hub in North America.
More than 26,290 travelers completed surveys for the 2024 North America Airport Satisfaction Study.
According to a Jacksonville Aviation Authority release, the study measures overall passenger satisfaction with mega, large, and medium North American airports by examining their experience across seven core dimensions: ease of travel through the airport, level of trust with the airport, terminal facilities, airport staff, departure/to airport experience, food, beverage and retail and arrival/from airport experience.
Out of a 1,000-point scale, Jacksonville earned 686. With 687, Indianapolis International Airport was ranked the No. 1 medium hub.
A medium hub is a commercial service airport with at least 0.25% but not more than 1% of annual national passenger boardings, according to the Federal Aviation Administration. There are 35 in total.
J.D. Power’s North America Airport Satisfaction Study began in 2000.
“To receive this recognition during a period of record-breaking passenger traffic speaks to the importance we place on the traveler’s experience in and around the terminal,” JAA CEO Mark VanLoh said in the release. “Over the past two years, we built a third economy lot, expanded the security checkpoint, and added local favorites like Southern Grounds and Angie’s Subs. Construction is also underway on an additional parking garage and a third airport concourse.”
The garage is scheduled to be completed in June 2026. Concourse B is planned to start flight operations six months later, by the end of December. Combined, the projects will cost $444 million.