J.D. Power and Associates Reports: Increased Airport Security Has Made Passengers More Sensitive to `People Skills' and the Availability of Food and Retail Services.

Business Editors/Travel Writers

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WESTLAKE VILLAGE, Calif.--(BUSINESS WIRE)--Oct. 9, 2002

Singapore and Hong Kong Airports Rank Highest in Customer Satisfaction

Increased security procedures at international airports have sensitized passengers to the "people skills" of airport personnel and to the availability of food and retail services while waiting for flights, according to the J.D. Power and Associates 2002 Global Airport Satisfaction Study(SM) released today.

Although passenger satisfaction with the on-time performance of flights has improved to 74 percent compared to 66 percent in 2001, this gain in customer satisfaction is offset by increased waiting times and anxiety at security check areas. The number of passengers who are "pleased" with airport security has dropped from 39 percent prior to Sept. 11, 2001 to 32 percent in 2002.

"Changes in security procedures since 9/11 have had a significant effect on passenger priorities and behavior," said Michael Taylor, senior director of travel services at J.D. Power and Associates. "As new security procedures have dramatically increased the interaction between passengers and airport staff, people skills -- such as courtesy and professionalism -- have become increasingly important to passenger satisfaction. And, because security procedures have increased wait times at departure gates, passengers are looking for something to do such as shop, eat or drink."

The study, which measures passenger satisfaction at 46 major airports worldwide, finds Singapore's Changi International Airport and Hong Kong's Chek Lap Kok International Airport rank highest among medium-size and large-size airports, respectively.

"Hong Kong's sophisticated, multi-level airport design was complicated to construct but simplifies passenger flow," said Taylor. "It includes a state-of-the-art train service, extensive shopping options beyond security checkpoints and an attentive staff. Singapore emphasizes customer service training among its staff and devotes tremendous effort to keeping the facility updated and exceptionally clean."

In North America, the Las Vegas, Phoenix, Minneapolis, Detroit Metro, Denver, Dallas-Ft. Worth and San Francisco airports perform at or above industry average in the large airport category. Tampa, Orlando, Pittsburgh, Portland, Ore., Charlotte/Douglas, Washington Reagan, Vancouver, Salt Lake City, Fort Lauderdale Hollywood, Cincinnati/Northern Kentucky, San Diego, Philadelphia, San Jose and Toronto Pearson perform at or above industry average among medium-size airports.

Amsterdam Schiphol is the highest-ranked European airport in the study.

Austin Bergstrom (Texas), the only small airport to appear in the study, did very well, with an overall index score that is among the world's highest.

"With its unique touches, such as live music and locally themed shops and restaurants, Austin passengers are enthusiastic about the design and services of that airport," said Taylor.

The study is based on responses from more than 10,250 airport evaluations from consumers in more than a dozen countries. Respondents were contacted via e-mail or by invitation from travel-related Web sites. Respondents logged onto a survey that was available in seven languages. The survey was hosted by Customersat.com, which screened individuals for airport experiences since Sept. 11, 2001.

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm whose quality and satisfaction measurements are based on responses from millions of consumers annually. Media e-mail contact: [e-mail] or [e-mail].

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpa.com

Note: Two charts are available at URL: http://www.newstream.com/public_story.html?7326