Baltimore/Washington International Thurgood Marshall Airport had nearly 20 million passengers in 2005.

     The Baltimore/Washington International Thurgood Marshall Airport (BWI) has received another airport accolade. 

     The medium-sized regional airport was ranked third nationwide in overall passenger satisfaction among airports of its size, according to a recent study by J.D. Power and Associates, a global marketing firm based in California.

     The study measured overall customer satisfaction based on eight factors: airport accessibility, check-in or baggage check, security check, terminal facilities, food and beverage, retail services, baggage claim and immigration/customs control. 
     LaGuardia International in New York ranked the highest among medium-sized airports, which is defined as those airports with 10 million to 30 million passengers each year. Chicago Midway ranked second, followed by BWI.

     “BWI is honored to be recognized in this important satisfaction study,” said Jonathan Dean, airport spokesman. “The survey reflects the emphasis that BWI places on customer service.”

     The airport has undergone a number of changes in recent years, including a new Southwest terminal, improved parking facilities, and a revamped concessions and retail program. Earlier this year, the airport won an award for its concessions program from trade publication Airport Revenue News.

     Jim Gaz, senior director of travel and entertainment for J.D. Power and Associates, said BWI performed particularly well in airport accessibility and baggage claim. Terminal facilities and retail services also scored well among surveyed passengers, he said.

     McCarran International in Las Vegas ranks the highest in overall passenger satisfaction among large airports — those with more than 30 million passengers a year. Dallas Love Field, home base for Southwest Airlines, was ranked the highest in passenger satisfaction in the small airport category.

     The 2006 North America Airport Satisfaction Study is based on responses from more than 9,800 travelers who took a flight between January and May 2006.

     The study also found that 47 percent of travelers feel “very safe” when flying within North America. About 30 percent of passengers feel it is “unsafe” or “very unsafe” to travel abroad, according to the study.

     “The results clearly reflect the confidence travelers have in the ability of North American airports to secure our airways,” said Gaz. ::