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Phoenix Sky Harbor ranks in top 10 of ‘mega airport’ satisfaction rating

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PHOENIX — There has been a growing consensus in recent years that airports have been less painful to navigate.

That’s according to a J.D. Power study, which found customer satisfaction in airports is at an all-time high. On the 1,000-point scale, the site gave it a rating of 761, breaking last year’s record-setting score by 12 points.

Phoenix Sky Harbor International Airport was among the satisfactory airports, coming in with a score of 765.

This was ninth-best in the site’s “mega airports” category. At the top of the list were Las Vegas McCarran International, Orlando International and Detroit Metropolitcan Wayne County Airports.

J.D. Power rated several different factors, finding improvements over last year in the check-in process, accessibility, terminal facilities, baggage claim and food, beverage and retail options.

The security process saw an 18-point improvement, which the site attributes to better TSA communication.

Additionally, self-serve kiosks have limited some frustration involving waiting in lines for service facilitators. Passengers can move at their own pace, the site said.

Phoenix Sky Harbor’s score of 765 did not change from the prior year. However, while it did not decline, several other airports saw improvements in ranking.

The Arizona airport had been tied for third with McCarran airport last year, but now, the Vegas airport held the No. 1 spot as Phoenix fell to No. 9.

With that said, Phoenix Sky Harbor has been recognized as “America’s Friendliest Airport” in the past.

In 2017, the airport launched a therapy dog program to assist stressed fliers.

Last month, it accepted 30 international Arizona State University interns to practice English-language hospitality skills and tourism knowledge.

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