Indy Airport Named 'Best' by J.D. Power

Posted: Updated:
This is the second time the airport has received the honor. This is the second time the airport has received the honor.

Indianapolis International Airport has received an award one executive calls a "brass ring." J.D. Power has named the airport the best medium-sized airport in North America, marking the second time in four years the airport has received the honor. The designation was awarded based on the J.D. Power 2019 North American Airport Satisfaction Study, which measures customer satisfaction on criteria including airport accessibility, security check and terminal facilities.

The airport received an overall satisfaction score of 833 out of 1,000. In an interview with Inside INdiana Business, Indianapolis Airport Authority Executive Director Mario Rodriguez said the award is a big deal.

"It indicates the incredible hard work that all the staff does at this airport because the bricks and mortars could only get you to a certain point; it really is the dedication of the staff and the focus on becoming better and continuing to become better," said Rodriguez. "This airport is 10 years old and it continues to win awards because the staff is so dedicated. The whole organization is not satisfied with status quo, so we continuously make the experience better and try to represent the region even better than it already is represented."

The study marked IND first in a variety of areas, including cleanliness of terminal concourses and hallways, as well as restrooms. The airport also received top marks for terminal comfort, atmosphere/ambiance, and WiFi service.

"Just in the last five years, we've developed and put into place the fastest WiFi in any airport in the United States," said Rodriguez. "It's a powerful customer service tool and we continue to look at different customer service initiatives. It's all about public value; it's all about making your facility more valuable."

The Indy airport received the award in 2016 and was also named the best small airport in North American in 2010. The airport was also rated in the top three each year, with the exception of 2011 through 2014 as no study was published during that time.

"Indianapolis International Airport is one of the best airports in the country, greeting guests from around the globe as they arrive in Indianapolis," Indianapolis Mayor Joe Hogsett said in a news release. "It’s an honor but not a surprise to have an organization like J. D. Power once again recognize our outstanding facilities, highlighting the continued investment and exceptional level of service provided by IAA and all airport employees.”

The airport is currently implementing its Concessions Refresh program, which involves upgrades and replacements to restaurants and retail stores throughout the airport, which will include both national and local brands

The award comes more than two months after the airport was recognized in Travel + Leisure Magazine's 2019 World's Best Domestic Airports Awards list. 

Rodriguez said the award is a big deal.
  • Perspectives

    • Time Management: When and How to Work to Your Max Productivity

      Time is the one resource in your life that is neither replenishable nor renewable. Regardless of how you spin it, everyone starts each day on an equal playing field with 24 hours in the time bank. And while people often yearn for more time, what they really need is better time management. Understanding where your time goes, when you are most productive, and why you should protect yourself against distractions are the keys to achieving your max productivity.



Company Name:
Confirm Email:
INside Edge
Morning Briefing
BigWigs & New Gigs
Life Sciences Indiana
Indiana Connections


  • Most Popular Stories

    • Photo courtesy of MutualBank

      MutualBank President Dies

      The President and Chief Operating Officer of Muncie-based MutualBank Pat Botts has died. In a statement on Facebook posted Sunday, the company said the passing was unexpected.

    • Regal Beloit is closing in Valparaiso. (photo courtesy; The Times of Northwest Indiana)

      Valpo Bearings Plant to Close, Eliminating 160+ Jobs

      Wisconsin-based Regal Beloit Corp. and the union representing workers have reached an agreement about the closing of a helicopter bearing factory in Valparaiso. According to our partners at The Times of Northwest Indiana, the decision will cost between 160 to 170 workers their jobs. 

    • (file photo courtesy of Radial)

      Radial to Hire 1,800 Seasonal Workers in Brownsburg

      Pennsylvania-based Radial Inc. has announced plans to grow its seasonal workforce in Brownsburg. The company, which opened its 700,000-square-foot fulfillment center in the Hendricks County city in June, says it will add 1,800 workers ahead of the holiday season. Radial is an e-commerce technology and operations company and says a dramatic increase in online spending will lead to higher demand for workers at the new facility this year. The jobs will mainly be...

    • Artist rendering of proposed headquarters for Ruoff Home Mortgage in Fort Wayne.

      Ruoff to Build New HQ in Downtown Fort Wayne

      Fort Wayne-based Ruoff Home Mortgage has announced plans to build a $43 million corporate headquarters in downtown Fort Wayne. Plans call for a 110-thousand square foot, nine-story structure, at the corner of Ewing Street and Jefferson Boulevard. The building would include leasable office and retail space, as well as a parking garage. It would overlook Parkview Field, home of the Fort Wayne Tin Caps minor league baseball team. The company is currently located on...

    • Photo courtesy of Indiana Premium outlets

      Simon Announces New Name for Shopping Center

      Indianapolis-based Simon Property Group Inc. (NYSE: SPG) has announced Edinburgh Premium Outlets will become Indiana Premium Outlets. The company says extensive enhancements are currently underway to reflect the new name and are slated for completion by Holiday 2019.