Indianapolis International Airport (IND) Achieves Sixth J.D. Power Award for Outstanding Customer Satisfaction

Indianapolis International Airport (IND) proudly announces its remarkable achievement of receiving the prestigious J.D. Power Award for the sixth time, affirming its status as the best medium-sized airport in North America for customer satisfaction. This remarkable recognition marks the fourth time in five years that IND has secured this esteemed accolade in the J.D. Power North America Airport Satisfaction Study, and it is the sixth time overall*.

J.D. Power’s ratings are based on valuable feedback from passengers, and this year’s study encompassed insights from 27,147 respondents who had traveled through U.S. or Canadian airports. Travelers shared their perspectives on airports they encountered during their round-trip journeys, either during departure or arrival. The comprehensive survey was conducted between August 2022 and July 2023.

Mario Rodriguez, Executive Director of the Indianapolis Airport Authority, commented, “This award is a testament to the unwavering commitment of our airport team and business partners to our community. What truly sets us apart is the consistent dedication of our world-class team to enhancing the airport’s customer experience year after year.”

The J.D. Power 2023 North America Airport Satisfaction Study holds a distinguished reputation as a benchmark for gauging traveler satisfaction, shaped by genuine customer insights. The study evaluated various aspects of the airport customer experience, with IND achieving the highest scores in multiple categories, including airport arrival/departure processes, security checks, terminal facilities (comprising concourses, lounges, signage, restrooms, and gate areas), and food/beverage and retail offerings.

With an impressive overall customer satisfaction score of 843 out of 1,000, IND secured the top spot in the medium-sized airport category.

Throughout the year, the Indianapolis airport consistently receives high praise in numerous customer feedback surveys, earning a host of prestigious recognitions. Notably, it has been named the Best Airport in North America by Airports Council International – North America for an astonishing 11 consecutive years. Additionally, readers of Travel + Leisure have bestowed upon IND the title of Top 10 Favorite Domestic Airport for eight consecutive years.

Rodriguez added, “Our passengers experience the genuine care and pride of our team in countless ways throughout their journey, and they can only find this level of service here at IND. Our team is unparalleled in the industry, which is why Indianapolis International Airport continues to earn the top rank.”

Travelers consistently commend the Indianapolis airport for its exceptional cleanliness, convenient gate access, efficient security checks, diverse food and beverage options, comprehensive retail choices, superior facility amenities, and exceptional customer service.

The airport’s award-winning concessions program features a captivating blend of nationally recognized brands, including Shake Shack and FAO Schwarz, alongside beloved local favorites such as Sun King Brewery and Tinker Coffee.

Over the past year, IND has introduced several new dining establishments, including the Pacers Courtside Club, Bub’s Burgers & Ice Cream, Bento Sushi, HotBox Pizza, The Farmers’ Market featuring Indiana Grown, Tinker Coffee Café, Ben’s Soft Pretzels, and Shake Shack. Furthermore, two long-standing restaurants, Chick-fil-A and Harry & Izzy’s, have completed extensive renovations and expansions. Notably, Harry & Izzy’s at IND was recognized earlier in 2023 as one of the world’s ten best airport restaurants, celebrated for its customer-focused culture and legendary shrimp cocktail.