Make us your home page

TIA ranks third in national customer satisfaction survey

Passengers line up to got through security before boarding the Airside A tram at Tampa International Airport.

DIRK SHADD | Times (2004)

Passengers line up to got through security before boarding the Airside A tram at Tampa International Airport.

Tampa International still has bragging rights as one of the best airports in the country.

TIA ranked third among North America's medium -sized airports in a customer satisfaction survey by J.D. Power released this morning. Kansas City International and Portland (Ore.) International grabbed the top two spots in the category.

Tampa International received the same rank in the last J.D. Power survey two years ago. But, like airports overall, it posted higher scores this time around.

Travelers gave Tampa International the best ratings for terminals and baggage claim facilities among mid-sized airports, those handling 10 million to 30 million passengers annually, and second-best for check-in counters and security screening.

They specifically gave the airport high marks for clean terminals and rest rooms, easy-to-understand directional signs and quick luggage delivery to baggage claim. Security screening proceeded in a timely, professional manner, passengers said.

"Customer expectations might be evolving, but airports like Tampa International keep raising the bar,'' said Stuart Greif, vice president of the global hospitality and travel practice at J.D. Power. "It really is about the basics ... getting people in and out easily.''

The airport likely benefitted from progress on highway construction around Tampa International in the last year, said executive director Louis Miller. Also, The newest terminals for Southwest Airlines and Delta Air Lines — the airport's largest carriers — were built to accommodate more security checkpoint lines.

"We have among the lowest wait times in the country,'' said Miller. "If wait times go above a half hour, we send people out to help. The average is less than 20 minutes at peak times.''

Opened in 1971, Tampa International had a radical design for the time, with ''airside'' terminals for gates that were separate from the main terminal and connected by shuttle trains.

The airport has consistently scored well with travelers, including ranking as the nation's No. 2 major airport in 2009 in a Zagat/NBC Today Show survey. Tampa International won the top spot a year earlier.

Elsewhere in Florida, Orlando International ranked fourth and Miami International No. 17 among large airports. Fort Lauderdale was No. 12 among medium-sized airports and Jacksonville fourth among small airports.

Steve Huettel can be reached at or (813) 226-3384.

TIA ranks third in national customer satisfaction survey 02/18/10 [Last modified: Thursday, February 18, 2010 3:57pm]
Photo reprints | Article reprints

© 2017 Tampa Bay Times


Join the discussion: Click to view comments, add yours

  1. Pinellas construction licensing board needs to be fixed. But how?

    Local Government

    LARGO –– Everyone agrees that the Pinellas County Construction Licensing Board needs to be reformed. But no one agrees on how to do it.

    Rodney Fischer, former executive director of the Pinellas County Construction Licensing Board Rodney, at a February meeting. His management of the agency was criticized by an inspector general's report. [SCOTT KEELER   |   Times]

  2. New owners take over downtown St. Petersburg's Hofbräuhaus


    ST. PETERSBURG — The downtown German beer-hall Hofbräuhaus St. Petersburg has been bought by a partnership led by former Checkers Drive-In Restaurants president Keith Sirois.

    The Hofbrauhaus, St. Petersburg, located in the former historic Tramor Cafeteria, St. Petersburg, is under new ownership.

  3. Boho Hunter will target fashions in Hyde Park


    Boho Hunter, a boutique based in Miami's Wynwood District, will expand into Tampa with its very first franchise.

    Palma Canaria bags will be among the featured items at Boho Hunter when it opens in October. Photo courtesy of Boho Hunter.
  4. Gallery now bringing useful art to Hyde Park customers


    HYDE PARK — In 1998, Mike and Sue Shapiro opened a gallery in St. Petersburg along Central Ave., with a majority of the space dedicated to Sue's clay studio.

     As Sue Shapiro continued to work on her pottery in St. Petersburg, her retail space grew and her studio shrunk. Now Shapiro's is bringing wares like these to Hyde Park Village. Photo courtesy of Shapiro's.
  5. Appointments at Raymond James Bank and Saint Leo University highlight this week's Tampa Bay business Movers & Shakers



    Raymond James Bank has hired Grace Jackson to serve as executive vice president and chief operating officer. Jackson will oversee all of Raymond James Bank's operational business elements, risk management and strategic planning functions. Kackson joins Raymond James Bank after senior …

    Raymond James Bank has hired Grace Jackson to serve as executive vice president and chief operating officer. [Company handout]