San Antonio Airport Scores High in New Traveler Satisfaction Study
September 26, 2020 - San Antonio
Time to check-in. “Our goal is to consistently exceed our customer’s expectations,” said Karen W. Ellis, San Antonio International Airport’s chief customer experience officer on Thursday. Photo: Jade Esteban Estrada.
By Jade Esteban Estrada - Mr. Travelesque Columnist, San Antonio Sentinel
WHAT YOU NEED TO KNOW:
- San Antonio International Airport recently ranked #10 in a recent North American Airport Satisfaction Study
- According to Karen W. Ellis, SAT's chief customer experience officer, plans to introduce smart restrooms are currently in the works
On Thursday, San Antonio International Airport announced that it has ranked in the top 15 of the 2020 North America Airport Satisfaction Study released by J.D. Power, a global leader in consumer insights, advisory services and data and analytics.
San Antonio’s airport, which goes by the International Air Transport Association (IATA) airport code SAT, was the only Texas airport to be evaluated in the Medium Airport Overall Customer Satisfaction Index Ranking. This category assesses airports that serve between 4.5 to 9.9 million passengers per year.
“Among all airports, SAT ranks among the top 15 airports in our survey as a result of its continued emphasis on customer service and great operational performance across all factors that J.D. Power measures,” said Michael Taylor, a spokesperson for the 52-year-old company. “SAT partners especially well with TSA (Transportation Security Administration), and passengers highly rate their experience passing through security. SAT’s commitment to creating a smooth experience, even during this Covid-19 crisis, is apparent in its consistently high scores.”
In 2019, SAT scored 813 points. This year the airport garnered 811 points, earning a #10 ranking. The average score in 2020 was 812 points on a 1,000-point system. This year, SAT tied with Ontario International Airport in Southern California in passenger satisfaction among North American medium airports.
Jesus H. Saenz, San Antonio Airport System’s director of airports, is pleased that travelers have taken notice of the extra mile his team has gone to ensure that each passenger’s experience is more enjoyable and just a tad less stressful.
Despite the industry-wide focus on Covid-19 safety measures, SAT was able to usher in a few new attractions to the area.
“This year, an interactive and educational play area and new food, beverage, and retail options were added to the terminals,” Saenz said. “We’ve also added valet parking and multi-airline self-check-in kiosks."
They also unveiled a new website to offer passengers the most up-to-date travel information and connect them to various resources.
The aforementioned study, now in its fifteenth year, is based on surveys regarding departure and arrival experiences from U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport over the course of a 30-day period.
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This latest study, which was based on over 26,000 surveys, began in August 2019 and ended in July.
The study measures overall traveler satisfaction and tracks data by examining six areas that most travelers notice most: terminal facilities, airport accessibilities, baggage claim, security check, check-in and baggage check, and the ever-important food, beverage, and retail experience.
After travelers were asked about their experience, SAT scored high with the feedback that was compiled, receiving stellar approval ratings in regards to ease of arriving and leaving both terminals, attractiveness of airport grounds, cleanliness at check-in, ease of locating check-in, traffic-flow management at check-in and baggage area, ease of getting to the gate, Wi-Fi service, professionalism of retail associates, the actual quality of retail items, professionalism at security check, and the time required at security check.
As any frequent traveler racing to catch a flight will tell you, each of these points are essential to a positive airport experience.
And SAT is planning new initiatives in the near future, according to Karen W. Ellis, chief customer experience officer. This includes smart restrooms, a new airport trend that informs passengers, via bulbs above the stall, whether a bathroom stall is occupied; a red light means it's occupied, a green one means it's available.
“Our goal is to consistently exceed our customer’s expectations,” Ellis said.
After this week's successful ranking, SAT's future certainly seems green-lit.
Jade Esteban Estrada is the Mr. Travelesque columnist at the San Antonio Sentinel. He can be reached at jade@sasentinel.com.