J.D. Power and Associates and AVIATION WEEK Report: Airline Passengers Are Extremely Confident in Their Safety While Traveling Within North America

WESTLAKE VILLAGE, Calif., June 29 /PRNewswire/ -- Travelers are considerably more confident in their safety while flying within North American cities than they are while traveling abroad, according to the J.D. Power and Associates 2006 North America Airport Satisfaction Study(SM) released today. The study is conducted in association with AVIATION WEEK. J.D. Power and Associates and AVIATION WEEK are business units of The McGraw-Hill Companies.

The study, now in its sixth year, measures overall airport satisfaction in three segments: large (30 million or more passengers per year), medium (10 million to less than 30 million passengers per year) and small (less than 10 million passengers per year). Eight factors are examined to determine overall customer satisfaction: airport accessibility, check-in/baggage check, security check, terminal facilities, food and beverage, retail services, baggage claim and immigration/customs control.

The study finds that 47 percent of travelers report feeling "very safe" while flying within North America, compared to just 13 percent who say they feel "very safe" when traveling outside of North America. While 30 percent feel it is "unsafe" or "very unsafe" to travel abroad, just 4 percent of travelers feel the same about traveling domestically.

"The results clearly reflect the confidence travelers have in the ability of North American airports to secure our airways," said Jim Gaz, senior director of travel and entertainment at J.D. Power and Associates. "Despite the extra time airport security adds to the airport process, overall, passengers feel confident in the security at North American airports due to the thoroughness of screeners and the implementation of new technologies at some airports."

McCarran International (LAS) in Las Vegas ranks highest in overall passenger satisfaction among large airports, receiving the highest ratings from travelers in the areas of check-in/baggage check, security check and terminal facilities. John F. Kennedy (JFK) in New York and Philadelphia International (PHL) both follow McCarran in a tie. JFK performs particularly well in airport accessibility, while Philadelphia receives particularly high ratings in immigration/customs control and retail services.

LaGuardia International (LGA) in New York ranks highest among medium-size airports and receives the highest overall passenger satisfaction score in the 2006 study. LaGuardia receives top ratings from passengers in airport accessibility, check-in/baggage check, terminal facilities, food and beverage, retail services and baggage claim. Chicago Midway (MDW) follows LaGuardia in the segment rankings, performing well in airport accessibility, security check and terminal facilities. Baltimore Washington International (BWI) ranks third.

Among small airports, Dallas Love Field (DAL) and Houston Hobby (HOU) rank highest in a tie. Dallas Love Field receives the highest ratings in airport accessibility and baggage claim, while Houston Hobby receives top ratings in terminal facilities. John Wayne Airport (SNA) in Orange County, CA ranks third in the segment, performing particularly well in baggage claim and immigration/customs control.

"Airports are key economic development tools for the communities that own and operate them," said Tom Henricks, president, AVIATION WEEK. "By highlighting the performances of airports across North America, the study will help the airport industry meet growing customer expectations while also increasing operational efficiency."

The study finds that wait times play a key role in customer satisfaction at airports. One area receiving low ratings and is of particular concern among passengers is the speed of baggage delivery, which averages 17.3 minutes. However, as long as baggage is delivered within 20 minutes, passengers are generally satisfied with the experience. The check-in process receives significantly higher ratings, where travelers report waiting an average of 13 minutes to obtain a boarding pass and check baggage. Tolerance for waiting is lower for the check-in process and airports only have 15 minutes before passenger satisfaction drops below the industry average for this measure.

"Customers may be more satisfied with the check-in process because of the options available to speed up the process," said Gaz. "For example, 16 percent of passengers go online and print out a boarding pass before arriving at the airport -- up from just 5 percent in 2004. An additional 27 percent of passengers use a self-service check-in kiosk -- up from 18 percent in 2004. These time-saving measures can go a long way in improving satisfaction."

The study also finds that 47 percent of passengers purchase food and beverage at the airport -- a decline from 54 percent in 2004. Food and beverage services receive the lowest ratings from customers when compared to all other drivers of satisfaction. Travelers also have particularly low satisfaction within the area of retail services offered at airports. Travelers are most displeased with the cost of both food/beverage and retail items.

"With fewer airlines offering in-flight meal service, providing passengers with a variety of food options at reasonable prices in the gate area is absolutely critical," said Gaz. "Airports are also trying to find ways to help passengers be productive while waiting for their flights. Providing a variety of services and options, such as wireless Internet access, business centers and shopping, are key to satisfying today's traveler."

  The study also finds several other key airport passenger patterns:

  *  Seventy-five percent of all flights were on time, 8 percent were early
     and 17 percent of flights were delayed. The average time for a flight
     delay was 59 minutes.

  *  Only 20 percent of travelers indicate they purchased retail items at
     the airport-down from 37 percent in 2004.

  *  Passengers traveling for leisure are more satisfied with their airport
     experience than business travelers.

  *  Female travelers are more satisfied with their airport experience
     compared to male travelers.

The 2006 North America Airport Satisfaction Study is based on responses from more than 9,800 passengers who took a flight between January and May of 2006. Passengers evaluated up to two different airports -- their departing and arriving airport -- for a total of more than 17,000 evaluations.

  Overall Airport Satisfaction Index Scores
  (Based on a 1,000-point scale)

  Large Airport Ranking
  (30 million passengers or more per year)

  Las Vegas McCarran International (LAS)                       706
  New York John F. Kennedy International (JFK)                 703
  Philadelphia International (PHL)                             703
  Dallas/Ft. Worth International (DFW)                         698
  Chicago O'Hare International (ORD)                           697
  Detroit Metropolitan Wayne County (DTW)                      697
  George Bush Intercontinental/Houston (IAH)                   695
  Newark International (EWR)                                   695
  Phoenix Sky Harbor (PHX)                                     693
  Large Airport Segment Average                                692
  Hartsfield-Jackson Atlanta International (ATL)               690
  Miami International (MIA)                                    688
  Minneapolis/St. Paul International (MSP)                     687
  Los Angeles International (LAX)                              686
  Orlando International (MCO)                                  685
  Denver International (DEN)                                   681
  San Francisco International (SFO)                            663

  Medium Airport Ranking
  (10 million to less than 30 million passengers per year)

  New York LaGuardia International (LGA)                       722
  Chicago Midway International (MDW)                           709
  Baltimore Washington International (BWI)                     706
  Cleveland Hopkins International (CLE)                        702
  Pittsburgh International (PIT)                               700
  Tampa International (TPA)                                    698
  Lambert St. Louis International (STL)                        696
  Sacramento International (SMF)                               694
  San Diego International/Lindbergh Field (SAN)                694
  Salt Lake City International (SLC)                           691
  Toronto Pearson International (YYZ)                          691
  Fort Lauderdale Hollywood International (FLL)                690
  Louis Armstrong New Orleans International (MSY)              686
  Memphis International (MEM)                                  686
  Ronald Reagan Washington National (DCA)                      685
  Medium Airport Segment Average                               685
  San Jose International (SJC)                                 683
  Cincinnati/Northern Kentucky International (CVG)             677
  Charlotte Douglas International (CLT)                        675
  Seattle-Tacoma International (SEA)                           675
  Washington Dulles International (IAD)                        675
  Boston Logan International (BOS)                             674
  Oakland International (OAK)                                  671
  Honolulu International (HNL)                                 669
  Portland (OR) International (PDX)                            661
  Vancouver International (YVR)                                657
  Calgary International (YYC)                                  626

  Small Airport Ranking
  (Less than 10 million passengers per year)

  Dallas Love Field (DAL)                                      718
  Houston Hobby International (HOU)                            718
  Orange County John Wayne (SNA)                               706
  Southwest Florida International (RSW)                        705
  El Paso International (ELP)                                  704
  Bradley International (BDL)                                  703
  Long Beach (LGB)                                             703
  San Antonio International (SAT)                              701
  Small Airport Segment Average                                692
  Raleigh-Durham International (RDU)                           691
  Kansas City International (MCI)                              687
  Port Columbus International (CMH)                            687
  Nashville International (BNA)                                686
  Albuquerque International Sunport (ABQ)                      678
  Tucson International (TUS)                                   677
  Indianapolis International (IND)                             674
  Austin-Bergstrom International (AUS)                         672
  Burbank Bob Hope (BUR)                                       664
  Boise (BOI)                                                  654

  About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About AVIATION WEEK

AVIATION WEEK, a division of The McGraw-Hill Companies, is the largest multimedia information and services provider to the global aviation, aerospace and defense industry, and includes the publications Aviation Week & Space Technology, Defense Technology International, Aviation Daily, Overhaul & Maintenance, Aerospace Daily & Defense Report, ShowNews, Business & Commercial Aviation, The Weekly of Business Aviation and the World Aerospace Database. The group's Web portal, http://www.aviationweek.com/, offers the industry's most reliable news, information, intelligence and features, and its Aviation Week Intelligence Network (AWIN) at http://www.aviationweek.com/awin is the industry's most integrated business tool for managers, business developers, buyers and technical professionals across the entire aviation and aerospace field. The group also produces 12 major conferences and exhibitions in the MRO, defense and programs sectors. Information is available at http://www.aviationweek.com/conferences.

About The McGraw-Hill Companies

Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 290 offices in 38 countries. Sales in 2005 were $6.0 billion. Additional information is available at http://www.mcgraw-hill.com/.

  J.D. Power and Associates Media Relations Contacts:

  John Tews                                    Syvetril Perryman
  Troy, Mich.                                  Westlake Village, Calif.
  (248) 312-4119                               (805) 418-8103
  john.tews@jdpa.com                           syvetril.perryman@jdpa.com

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