The Large California Airport Consistently Ranked As One Of The Best In America

For the third time in eight years, California's John Wayne Airport (JNA) earned the top spot in a customer satisfaction survey. Conducted by J.D. Power, the survey asked travelers at North American airports to rank the quality of their experience in seven key areas including ease of travel through the airport, level of trust, terminal amenities or facilities, airport staff, departure/to airport experience, food, beverage and retail, and arrival/from airport experience. Located in Orange County, California, John Wayne Airport previously ranked first in 2017 and 2018 and placed second in 2020, 2022, and 2023. Following the announcement, John Wayne Airport director Charlene Reynolds said in a company statement, "Our ability to lead in key areas like traveler trust, ease of travel, and the overall airport experience is a testament to our team's dedication and the superior quality of service we strive to provide every day."

An alternative to Los Angeles International Airport (LAX), John Wayne Airport has been serving the Greater Los Angeles area — in one form or another — for more than 100 years. The region's first county airport, the precursor to today's John Wayne Airport, was established in 1923 by amateur aviation pioneer Eddie Martin. Martin, who named the airfield Eddie Martin Airport, was 20 years old when he took up flying. None other than Orville Wright, co-inventor of the modern airplane, personally signed Martin's aviation license. Two years later, Orange County began acquiring property to build its own airfield. Following a series of fits and starts, including a period during World War II when the Army Corp of Engineers took over the operation, Orange County Airport opened at its current location in 1946. So, what's all this have to do with John Wayne Airport? Whoa, take 'er easy there, pilgrim. We're getting to that.

We can't say for sure, but iconic 20th-century actor John Wayne probably flew through Orange County Airport back in the day. The actor who starred in 175 movies, including dozens of Westerns, during his long and storied career, lived in nearby Newport Beach, California. When Wayne died in 1979, the Orange County Board of Supervisors renamed the airport in his honor. The award-winning airport travelers experience today is the result of a series of expansions and renovations including the 1967 construction of the 22,000-square-foot Eddie Martin Terminal. A baggage-claim area added in 1980 and the opening and a terminal annex in 1982, expanded the facility to a total of 29,000-square-feet. In 1990, a new 337,900-square-foot complex featuring two terminals, club lounges, and updated retail outlets replaced the original Eddie Martin Terminal which was subsequently razed in 1994. A multi-year capital improvement program came to fruition in 2011. That project added a third terminal with six passenger gates, two commuter transit stations, and enhanced airside dining and shopping options.

A 2018 refresh added a lounge for nursing mothers and an animal relief area, in addition to other safety, comfort, and design improvements. Those updates, especially in the realm of comfort and design, align with the experience today's travelers expect from a full-service airport. Key findings from the J.D. Power survey indicate highly rated airports earn travel loyalty by investing in infrastructure that enhances passengers' dwell-time experience. That's industry-speak for the time on the ground before, between, and after a flight. In fact, 59% of travelers surveyed said airports that earn their business — and their votes — make an effort to offer services and amenities designed to mitigate travel-related stress.

There's more to meeting customer demand than offering a stress-free generic experience. A whopping 70% of passengers surveyed said airports that showcase a sense of place — unique décor, signage, stores, and restaurants — rank among their favorites. It's a point likely to resonate with high-mileage travelers who spend a chunk of time connecting through lookalike airports, sometimes without ever actually experiencing the destination. It's not the same, but wouldn't it be nice to tuck into a plate of Kansas City-style ribs during a layover at Kansas City International Airport (MCI) or grab a lobster roll on the go at Boston Logan International Airport (BOS)?

That's a point Charlene Reynolds, airport director at John Wayne Airport, embraces. "It's really about refining the guest experience at JWA," Reynolds told Spectrum News in 2023. "We need to know where we're going, defining our purpose and redefining the guest experience. We are going to do that." To that end, the airport's dining and shopping options include a few local favorites, including California Pizza Kitchen and Ruby's Diner. Established in Beverly Hills in 1985, California Pizza Kitchen is widely hailed as the birthplace of California-style pizza. An abandoned bait shack on Balboa Pier in Newport Beach, California was the site of the first Ruby's Diner, a SoCal nod to classic mid-20th-century diners.

Other initiatives designed to give passengers traveling through John Wayne Airport a sense of place include an airport arts program with galleries and exhibits featuring works by local artists and a rotating sampling of exhibits of note at Orange County art and cultural venues. The airport also sponsors an annual student art contest and exhibition showcasing the work of next-generation Orange County artists. Additionally, John Wayne hosts JWAlive, a series of airside live music performances.

The results of the 2024 J.D. Power survey are based on responses from 26,290 residents of the United States or Canada who traveled through at least one U.S. or Canadian airport between August 2023 and July 2024. Survey results encompass first-hand responses to questions about departure, arrival, and connections experienced in the 30 days prior to responding. With a score of 687 out of 1,000 possible points, John Wayne Airport in Orange County, California placed first among large airports. The category applies to airports that process between 10 and 33 million passengers per year. Earning 685 points, Tampa International Airport (TPA) placed second and Kansas City International Airport (MCI) earned third place with a score of 683.

In the mega-airport category — air travel hubs that process 33 million-plus passengers per year — Minneapolis-Saint Paul International Airport (MSP) earned the top spot with a score of 671. For the third consecutive year, Indianapolis International Airport (IND) came first in the medium-airport category (4.5 to 9 million passengers per year) with a score of 687.