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Dallas Love Field awarded high ranking in passenger satisfaction

Dallas Love Field ranked No. 2 among large airports in the J.D. Power 2018 North America Airport Satisfaction Study.

Large airports, for the study, were defined as those with 10 million to 32.4 million total passengers. The study was conducted from September 2017 to September 2018 and was based on more than 40,000 customer surveys.

“Customer satisfaction is our No. 1 indicator of success,” Department of Aviation Director Mark Duebner said. “It is a tremendous honor to again be recognized by those who use the airport.”

The study focused on six key areas for overall passenger satisfaction: terminal facilities, airport accessibility, security check, baggage claim, check-in, food, beverage and retail. Love Field scored 810 points, just five fewer than the first-place airport in its category and 50 points more than the large airport segment average of 760.

Love Field earned five J.D. Power.com Power Circles, one of four large airports to do so. The overall passenger satisfaction score across all airports was 761. Love Field’s 810 points were tied for the fourth most among all airports, regardless of size.

In 2015, Love Field was named No. 1 in the medium airport category for the J.D. Power North America Airport Satisfaction Study. A year ago, Love Field was third among large airports and has improved its score 20 points since the 2017 study. An increase in total passengers moved Love Field into the large airport category.

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