Logan Airport's Rocky Landing: How Boston's Hub Ranks in Customer Satisfaction

Air travel, for many, is a necessary modern convenience, yet the airport experience itself can often be a source of stress. From navigating bustling terminals to enduring security lines, passenger satisfaction hinges on a myriad of factors. A recent study by J.D. Power sheds light on how North American airports are faring, and for Boston’s Logan International Airport (BOS), the results suggest there's significant room for improvement.

According to the J.D.

Power 2024 North America Airport Satisfaction Study, Logan Airport finds itself at the lower end of the spectrum. Out of 22 "large airports"—those handling 10 to 32.9 million passengers annually—Logan ranked 19th. This places it behind many of its peers and just ahead of three other major hubs, signaling a persistent challenge in meeting passenger expectations.

When considering all 50 airports included in the study, regardless of their size category, Logan's overall standing drops even further, landing it at an unenviable 50th position.

This broader perspective emphasizes that while airport satisfaction is generally on an upward trend nationwide, some facilities, including Boston's primary gateway, are struggling to keep pace.

The study meticulously evaluates six key areas of the airport experience: terminal facilities, airport arrival/departure, baggage claim, check-in/baggage check, security, and food, beverage, and retail.

Unfortunately for Logan, it received below-average scores in five of these six crucial categories. Terminal facilities, baggage claim, and food and beverage services were particular pain points, indicating that the passenger journey from curb to gate, and back again, is often less than ideal.

Despite ongoing efforts by the Massachusetts Port Authority (Massport) to enhance the airport, including the recent reopening of Terminal E's expansion and various modernization projects, these results underscore the difficulty in overhauling a complex, high-traffic environment.

The study reflects the passenger's actual perception, highlighting that investments in infrastructure don't always immediately translate to improved satisfaction if operational efficiency and service quality lag.

For travelers flying through Boston, these rankings might not come as a surprise.

Anecdotal evidence often aligns with the study’s findings, pointing to congested spaces, long waits, and a perception of limited or overpriced amenities. As Logan continues to be a vital economic engine and a gateway to New England, addressing these customer satisfaction gaps will be crucial for its future standing and for ensuring a more pleasant experience for the millions of passengers who pass through its doors each year.

The challenge for Logan isn't just about managing growth, but about elevating the entire passenger experience to meet, and ideally exceed, the evolving expectations of modern air travelers.