Philadelphia International Airport is investing in infrastructure improvements that should help with customer satisfaction polling, writes Ariana Perez-Castells for The Philadelphia Inquirer.

For the third year in a row, PHL has ranked the worst in customer satisfaction among 27 large airports across the nation.

J.D. Power, a data analytics company, conducts an annual airport customer satisfaction survey.

PHL is up in all six of the survey’s categories compared to last year, particularly in customer access to the airport and in the retail, food, and beverage categories.   

The airport showcases local flavor and the city, with businesses such as Chickie’s Pete’s and La Colombe.

The actual terminal facilities and a lack of infrastructure upgrades are what’s holding Philadelphia back, said Michael Taylor, senior managing director of travel, hospitality, retail and customer service at J.D. Power.

PHL has implemented a master plan to upgrade its terminals and, earlier this month, started phase five of a nine-phase bathroom improvement project. 

“We want to get to a point where every single person who travels through the airport feels like it was one of the best airport experiences they’ve ever had,” said PHL CEO Atif Saeed in December 2022.

See what Philadelphia International Airport is doing to improve its airport customer satisfaction rankings in The Philadelphia Inquirer