BNIA Soars in JD Power Satisfaction Study

Ranked third this year after taking top spot last year

Tom Puckett
September 26, 2019 - 4:00 am

Buffalo Niagara International Airport. June 21, 2018 (WBEN Photo/Mike Baggerman)


Cheektowaga, NY (WBEN) After ranking first last year, the Buffalo Niagara International Airport ranked third in the latest JD Power and Associates airport customer satisfaction study for medium sized airports.

Buffalo's airport was number one last year, but this year was third to airports in Indianapolis and Jacksonville. Mike Taylor with JD Power says the study looks at several factors: terminal facilities; airport accessibility; baggage claim; security check; check-in/baggage check; and food, beverage and retail. "The food, beverage and retail program has improved quite a bit over the past few years," says Taylor of Buffalo's airport. "They've added various choices, including the Anchor Bar, and that gives it a sense of place at the airport."

Taylor says Buffalo's score also soared thanks to TSA access. "Most airports don't have enough space to accommodate the TSA equipment they currently use. Buffalo has a reasonable amount of space, and they've done some upgrading, and they work well with TSA folks to make it as quick and efficient as possible," notes Taylor.

One factor may have grounded Buffalo's chances to be number one again. "There's construction going on between the parking structure and the left side of the front of the airport. It may not be that bad because it might not impede traffic going into the terminal," says Taylor. "If it does impede people, that could affect airport scores. They need more processing space for international flights because that's part of the expansion plans."

That's a factor Helen Tederous at the NFTA concedes. "We have major construction going on, and that has an effect on the ease of getting in. That's something we'll have to improve on," says Tederous.


Tederous says the airport takes pride in the factors that put it close to the top if not number one. "Our customer service, ease in and out, the friendliness of the people, the cleanliness of the facility, and that's something everyone takes part in," explains Tederous. "While we're happy we placed, we're going to work very hard. We're happy with the bronze but we're going for the gold next year."

Tederous says the airport seeks innovations. "Paws of Love, where we have a furry friend helping passengers who may be anxious. Having those wonderful dogs walking around helps so much. We also have a wonderful program for autistic individuals we partner with TSA to make sure those with special needs are taken care of," notes Tederous.

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