JD Power recently released its annual rankings of customer satisfaction at North American airports, and this report card showed our Daniel K. Inouye International Airport near the bottom… again.
As the first and last things most travelers (kama`aina and visitors) see when coming and going, that’s a shame, but it’s nothing new. On the 1,000-point scale used to determine relative satisfaction, Tampa International topped the Large Airport category with 715 points. The average for the 24 airports in this category was 657 points. HNL ranked #23 of 24 ranked with 604 points.
Aside from convenience, aesthetics, ease of movement, friendliness, food options, décor, and whatever else you wanna throw in there when people answer the “satisfaction” queries used in this survey, one thing stood out- passengers who rank their airport experience higher/better spend 73% more on site than those who find the experience “just OK”.
Food, beverage and retail options (including local and national chains) is an important factor in people’s feelings about a place, as is signage- clarity, simplicity, consistency. Terminal 1 at HNL has so much room in the walkway between the gates and baggage claim, you could play street hockey in there without hitting anyone.
Lobby renovations (including huge, premium airline lounges) should be completed by the end of 2027 in Terminal 1 and in Terminal 2 in 2028. Airport construction work will continue through 2032. Or longer. Nothing moves quickly or on time with most projects, and the incessant yellow tape, orange cones, faucets not working, and other eyesores at our major airport remind us of this on every trip- going and returning. For decades.
Capital improvement projects are the norm at airports throughout the world. I’ve witnessed Portland International’s upgrades over the past few years, and they are beautiful, inviting, and actually got done pretty quickly- five years total for construction.
By the way, why does it still take 45-minutes to disembark and get your bag off the baggage claim carousel? Is the same crew handling too many planes all arriving within a tight, mid-day window?
Hopefully, the intricacies of our airport evolution will also allow for shorter walks from certain gates to baggage claim areas in the future, as the 15-20 minutes walks are undoubtedly tedious for weary visitors unaware of the Wiki Wiki buses.
So here’s to expeditious rampant and ramp improvements at HNL Airport for the weary, wary, and wide-eyed.
Think about it…










