US Airport Lounge Satisfaction Study Reveals Top Lounges

The latest JD Power study has shed light on the state of airport lounges in the US, with American Express Centurion and Capital One lounges emerging as the top two. The study, which surveyed nearly 3,000 passengers who visited airport lounges from April through June this year, found that these two lounges tied for first spot in terms of customer satisfaction. Chase Sapphire Lounge came in third, while United Club ranked last among airline lounges.

## Key Findings The study revealed some interesting insights into the airport lounge experience. For instance, 45% of airport lounge guests are there to escape crowded airport terminals, while 39% are turning to airport lounges as a respite from high-priced food and beverage options in the airport terminal. Complimentary food and beverage is the top airport lounge benefit, with 52% of guests saying that the quality of food and beverage offerings was better than expected.

## Lounge Satisfaction Rankings The study ranked airport lounges based on customer satisfaction, with the following results: | Lounge | Satisfaction Score | | --- | --- | | American Express Centurion Lounge | 771 | | Capital One Lounge | 771 | | Chase Sapphire Lounge | 764 | | United Club | - | | The Club | - |

## Challenges Facing Airport Lounges Despite the high rankings of some lounges, the study also highlighted some challenges facing the airport lounge industry. Overcrowding is a major issue, with nearly half of guests saying that the lounge they use most often is usually moderately or severely crowded. This can negatively impact guest satisfaction, with overall satisfaction scores falling by 244 points when guests say the airport lounge is severely crowded. Staff service is also a key component of overall lounge satisfaction, with 77% of guests saying they experience welcoming staff. However, only half of guests view lounge staff as happy and/or knowledgeable.

## Conclusion The JD Power study provides valuable insights into the airport lounge experience in the US. While some lounges, such as American Express Centurion and Capital One, are excelling in terms of customer satisfaction, others are struggling with issues such as overcrowding and poor staff service. As the airport lounge industry continues to grow, it will be critical for lounge operators to address these challenges and find ways to delight guests with higher quality food and beverage, and happier staff.