August 2021 through July 2022August 2021 through July 2022

The Windsor Locks-based airport was one of nine in the category that finished with a below average score. Only three other airports finished with a lower score than Bradley in the study, which examines travelers’ attitudes: Cleveland’s Hopkins International, Hawaii’s Kahului Airport and Hollywood Airport in southern California.

Indiana’s Indianapolis International Airport had the highest ranking among mid-sized airports in North America.

“The combination of pent-up demand for air travel, the nationwide labor shortage and steadily rising prices on everything from jet fuel to a bottle of water have created a scenario in which airports are extremely crowded, and passengers are increasingly frustrated – and it is likely to continue through 2023,” Michael Taylor, travel intelligence lead at JD Power, said in a press release.

A spokeswoman for the Connecticut Airport Authority, said in a statement that “given the tremendous transformation of Bradley International Airport in recent years, we are surprised about JD Power’s ranking.” The Authority operates Bradley International.

“In fact, the travel experience we offer has been recognized by leading, national travel publications where the airport repeatedly ranked within the top ten airports in the US,” said Alisa Sisic, the CAA spokeswoman.

Sisic also questioned the methodology of survey.

“J,D, Power surveyed approximately 200 individuals for this survey, while our traffic during the survey period was 5.6 million passengers,” she said.

Bradley International has fared much better in other national airport studies: It was ranked as the eighth-best airport in the United States in 2020 by Conde Nast Traveler magazine.

Among ranked airports frequently used by Connecticut travelers, New York City’s Kennedy International Airport was tied for third with Detroit Metropolitan Wayne County Airport in the mega-airport category. LaGuardia Airport finished with the fourth worst score in the large airport category with only Kansas City International, Hawaii’s Honolulu International and Philadelphia International having lower scores.

“In some ways, this is a return to normal as larger crowds at airports tend to make travelers more frazzled,” Taylor said. “But in cases where parking lots are over capacity, gates are standing room only and restaurants and bars are not even open to offer some reprieve, it is clear that increased capacity in airports can’t come soon enough.”

The study asked respondents to rate the airports in six categories starting with terminal facilities as the most important, followed by airport arrival/departure; airport arrival/departure; baggage claim; security check; check-in/baggage check and food, beverage and retail. It was conducted between August 2021 through July 2022.

The study is based on 26,529 completed surveys from both US and Canadian travelers who traveled through at least one US or Canadian airport. It covers both departure and arrival experiences, as well as experiences travelers had at connecting airports.

The study defined mega-airports as 33 million or more passengers per year. The large category was for airports with 10 to 32.9 million passengers per year and while the medium category was for airports with 4.5 to 9.9 million passengers per year.

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