Denver airport's customer satisfaction slips amid growing pains

Customer satisfaction at Denver International Airport is dropping as record-breaking passenger traffic and relentless construction in and outside the terminal continue.

The latest: J.D. Power's annual survey , released Wednesday, found that customers ranked DIA below average, placing it 12th out of 20 of the largest U.S. and Canadian airports.

• That's five slots lower than last year when it was rated above average.

Why it matters: DIA saw nearly 78 million passengers in 2023, making it the sixth-busiest airport in the world. It also generates an estimated $36 billion in regional economic impact.

• But efforts to make it bigger and better in the long term are creating short-term headaches for the roughly 80,000 travelers passing through every day.

By the numbers: J.D. Power surveyed more than 26,000 people who passed through an airport within 30 days from August 2023 through July 2024.

• Respondents rated their arrival and departure experiences across seven key areas, including: ease of travel, terminal facilities, staff, and availability of food and retail.

What they're saying: "Much of [DIA's] score decline can be attributed to a problem that every airport wants to have: a record number of passengers," Mike Taylor, J.D. Power's travel intelligence lead, said in a statement.

• While DIA is working to improve by adding more TSA lanes and renovating terminals, Taylor noted that over the past year the experience has been "less than optimal."

DIA CEO Phil Washington told Axios Denver in a statement that ongoing renovations will modernize the airport "in ways that will surpass passenger expectations."

• "We've already noticed considerable enhancements in customer satisfaction since we opened the new West Security Checkpoint" in February , he said.

The other side: DIA scored well when it comes to food, drinks and retail.

• Recent moves to expand its local flavor include new spots like Elway's Taproom, Tacos Tequila Whiskey and La Casita. Washington said the airport is also planning to add 10 more eateries later this year.
• Airports that celebrate their regional identity through decor, signage and dining options score higher on passenger satisfaction, J.D. Power found. It's one of the key factors separating standout airports from those passengers "merely tolerate."
• Denver airport officials tell us one of DIA's signature features is the outdoor deck added in 2020, which offers sweeping views of the Front Range and sets it apart from other airports.

What we're watching: With construction slated through at least 2028 and passenger traffic showing no signs of slowing, "there is still a long road ahead before the airport realizes all its improvement plans," Taylor said.

Editor's note: This story has been updated with comments from Denver International Airport CEO Phil Washington.