Indianapolis International Airport Named Best in Customer Satisfaction for the 6th Time

Indianapolis International Airport (IND) has once again secured its reputation as a traveler favorite, achieving the top spot in customer satisfaction among medium-sized airports in North America, according to the prestigious J.D. Power North America Airport Satisfaction Study. This marks the sixth time that IND has claimed this honor, reaffirming its commitment to providing an outstanding airport experience for travelers.

J.D. Power Recognizes Excellence in Customer Satisfaction

The J.D. Power North America Airport Satisfaction Study is widely regarded as a benchmark for measuring traveler satisfaction based on customer feedback. For this year's study, over 27,000 surveys were completed by U.S. and Canadian residents who had traveled through at least one U.S. or Canadian airport between August 2022 and July 2023. Travelers evaluated their experiences at departing or arriving airports during round-trip journeys.

Top Marks in Key Categories

IND excelled in several critical categories that significantly impact the overall traveler experience. The airport earned top scores in airport arrival/departure, security checks, terminal facilities (including concourses, lounges, signage, restrooms, and gate areas), as well as food and beverage and retail options. These outstanding scores contributed to IND's impressive overall customer satisfaction score of 843 out of 1,000, making it the highest-rated medium-sized airport in the study.

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Consistent Excellence Recognized

Throughout the year, Indianapolis International Airport consistently receives accolades from travelers and industry organizations. Notably, it has held the title of "Best Airport in North America" by Airports Council International – North America for 11 consecutive years. Additionally, Travel + Leisure readers have recognized IND as one of the world's Top 10 Favorite Domestic Airports for eight consecutive years.

Exceptional Customer Experience

Travelers continually applaud the Indy airport for its commitment to cleanliness, easy gate access, efficient security procedures, diverse dining and shopping choices, overall facility amenities, and outstanding customer service. IND's award-winning concessions program features both nationally renowned brands and local favorites, offering a delightful variety of options for travelers.

Recent Additions and Renovations

Over the past year, Indianapolis International Airport has expanded its culinary offerings. New restaurants such as the Pacers Courtside Club, Bub’s Burgers & Ice Cream, Bento Sushi, HotBox Pizza, The Farmers’ Market featuring Indiana Grown, Tinker Coffee Café, Ben’s Soft Pretzels, and Shake Shack have enriched the airport's dining scene. Additionally, two long-standing establishments, Chick-fil-A and Harry & Izzy’s, completed renovations and expansions.

Notably, Harry & Izzy’s at IND earned recognition as one of the world’s 10 best airport restaurants in 2023. Its customer-service-driven culture and famous shrimp cocktail have contributed to its exceptional reputation.

Travelers seeking more information about the J.D. Power 2023 North America Airport Satisfaction Study can click here for the complete results.

Indianapolis International Airport's consistent excellence in customer satisfaction reaffirms its status as a top-tier airport, committed to providing travelers with a world-class experience. Congratulations to IND for achieving this remarkable distinction once again!

[Source: Indianapolis International Airport]