Lois Larson
The Louis Armstrong New Orleans International Airport (MSY) has been ranked as the best large airport in North America for customer satisfaction. It was also named the best airport in North America for three consecutive years by the Airports Council International (ACI) World's 2023 Airport Service Quality (ASQ) program. The airport hosts 18 commercial airlines and serves 65 nonstop destinations. It features a new 972,000-square-foot terminal with three concourses, 35 gates, and various modern conveniences. While some travellers have praised the airport for its efficient operations and convenient parking options, others have encountered challenges with parking availability and traffic congestion.
| Characteristics | Values |
|---|---|
| Name | Louis Armstrong New Orleans International Airport |
| Airport Code | MSY |
| Ranking | Best large airport in North America for customer satisfaction |
| Commercial Airlines | 18 |
| Non-stop Destinations | 65 |
| Terminals | 1 |
| Concourses | 3 |
| Gates | 35 |
| Parking Garages | 2 |
| Parking Lot | 1 |
| Parking Shuttle Service | Yes |
| Awards | Airport Experience News’ (AXN) 2020 Director of the Year in the medium airports category, Biz New Orleans magazine’s 2019 CEO of the Year, Best Overall Public Relations Program for Medium Airports during 2020 Airports Council International-North America (ACI-NA) Excellence in Airport Marketing, Communications, and Customer Experience (MarComCX) Awards, 5 awards from the Public Relations Society of America (PRSA) New Orleans Chapter in 2020 |
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What You'll Learn
The Louis Armstrong New Orleans International Airport (MSY)
MSY covers 1,500 acres (607 ha) of land and contains two runways and two helipads. It is the third lowest-lying international airport in the world, with an elevation of just 4.5 feet (1.4 m) above sea level. The airport is an international gateway, serving around 65 nonstop destinations, including cities in Europe, Canada, Latin America, and the Caribbean.
MSY has a single terminal with three concourses (A, B, and C) and a total of 35 gates. The terminal has three levels, with departures and ticketing on Level 3, TSA security screening on Level 2, and arrivals and baggage claim on Level 1. International flights are processed in Concourse A, which contains the customs facilities. The terminal offers a range of dining and retail options, with over 40 food and retail concessions available beyond the security checkpoint.
The Louis Armstrong New Orleans International Airport has received numerous awards and recognitions. It was ranked as the number one large airport in North America for customer satisfaction in J.D. Power's 2021 North America Airport Satisfaction Study, jumping ten spots from its ranking in 2020. The airport also received the Airports Council International (ACI) World's 2023 Airport Service Quality (ASQ) award for Best Airport in North America (5 to 15 million passengers per year) for three consecutive years.
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J.D Power's 2021 North America Airport Satisfaction Study
The Louis Armstrong New Orleans International Airport (MSY) has been ranked as the number one large airport in North America for customer satisfaction. This ranking is based on J.D. Power's 2021 North America Airport Satisfaction Study, which was released on September 22, 2021.
The annual study surveyed passengers across six categories, in order of importance: terminal facilities, airport arrival/departure, baggage claim, security check, check-in/baggage check, and food, beverage, and retail. In the large airport category of 10 to 32.9 million passengers per year, MSY achieved an impressive score of 844 out of 1,000.
This recognition is a testament to the tireless efforts of the airport staff, led by Kevin Dolliole, Director of Aviation. In November 2019, MSY completed construction on a new 972,000-square-foot terminal, featuring modern conveniences and a consolidated checkpoint. The new terminal offers passengers access to a wide range of food and retail concessions beyond the security checkpoint.
The 2021 J.D. Power North America Airport Satisfaction Study is based on 13,225 completed surveys from US or Canadian residents who travelled through at least one North American airport, covering both departure and arrival experiences. The study period saw changing traveller expectations due to the pandemic, with customer satisfaction skewed as traveller volumes fluctuated. While airports maintained strong satisfaction scores during lower-volume periods, the combination of rising passenger numbers and limited food and beverage options caused satisfaction scores to decline in the latter half of 2021.
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The airport's new terminal
The Louis Armstrong New Orleans International Airport (MSY) is a large airport that has been ranked as the best in North America for customer satisfaction. The airport has a new terminal that opened in November 2019, replacing the existing terminal that was built in 1959. This new terminal is part of an effort to accommodate the airport's explosive growth, as it is now the fifth fastest-growing airport in the United States.
The new terminal is a $1 billion, 972,000-square-foot facility with 35 gates and three concourses. It features a consolidated security checkpoint with 17 lanes, over 100 check-in counters, and an efficient in-line baggage screening system. The terminal also offers separate curbside spaces for departures and arrivals, reducing congestion for travellers and their families. The design of the terminal includes skylights that evoke the city's tree-shaded urban markets and a three-story central atrium with a jazz garden, celebrating New Orleans' rich cultural heritage.
The terminal has improved parking options, with over 8,000 spaces across four different lots, ensuring convenience for all passengers. The food options at the new terminal include a mix of nationally recognised chains and local favourites, such as Leah's Kitchen, Cure, Emeril's, and Folse Market. The terminal also features a military lounge for active-duty service members, offering complimentary snacks, comfortable seating, charging stations, and TVs.
The North-South Connector Road project aims to facilitate shuttle services between the north and south campuses, improving headways to and from the terminal and reducing congestion on public roadways. The airport has also introduced enhancements to its baggage handling system, increasing efficiency and reducing the number of bag jams. These improvements contribute to a seamless and enjoyable travel experience for passengers.
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Parking at the airport
The Louis Armstrong New Orleans International Airport (MSY) is a large airport that has been ranked the best in North America for customer satisfaction. The airport has a new 972,000-square-foot terminal with three concourses, 35 gates, and two new parking garages. There is also a surface parking lot next to the terminal and a remote economy garage with a convenient shuttle service.
In addition to the parking options available at the airport, there are also off-site parking lots nearby. These lots typically offer competitive rates and may include additional services such as car washing and detailing. Some lots offer indoor parking and electric vehicle charging stations. It's recommended to compare prices and locations before deciding, as some off-site lots may be further away and require a longer shuttle ride.
When parking at the airport, it's important to allow enough time to find a space and get to your terminal. The parking garages are clearly signposted, and there are spaces designated for different types of vehicles, including electric cars and accessible parking. The airport's website and app provide real-time information on parking availability, rates, and any applicable discounts or promotions.
For added convenience, the airport also offers a range of parking services and options, such as valet parking, long-term parking, and the ability to book parking spaces in advance. This can be especially useful during busy travel periods or when you need to ensure a seamless parking experience. By offering a variety of parking choices, the Louis Armstrong New Orleans International Airport ensures that travellers can choose the option that best suits their needs and budget.
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The airport's ranking in 2020
The Louis Armstrong New Orleans International Airport (MSY) is a large airport, serving 10 to 32.9 million passengers per year. In 2020, it was ranked 11th in North America for customer satisfaction by J.D. Power's North America Airport Satisfaction Study. The following year, it rose to the number one spot, jumping an impressive 10 spots.
In 2020, the top three airports in the world were named as Singapore Changi Airport, Hamad International Airport in Doha, and Tokyo Haneda Airport. Changi Airport was also named the World's Best Airport in 2025, an accolade it has received 13 times.
In 2020, the top three airports in North America were rated as Tampa International Airport, New Orleans International Airport, and Raleigh-Durham International Airport.
The World Airport Awards, hosted by Skytrax, are based on a global Airport Customer Satisfaction Survey. Customers are asked to make their own choices about which airport they consider the best, with categories including dining options, terminal facilities, and security checks.
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Frequently asked questions
Yes, the Louis Armstrong New Orleans International Airport (MSY) is considered a large airport. In 2021, it was ranked as the number one large airport in North America for customer satisfaction by J.D. Power's North America Airport Satisfaction Study.
The Louis Armstrong New Orleans International Airport is a major airport, serving as a gateway to the city, which is a popular tourist destination and a hub for global commerce. The airport handles a significant number of passengers, with 18 commercial airlines and 65 nonstop destinations.
The New Orleans airport has a large terminal of 972,000 square feet, featuring three concourses, 35 gates, and ample parking options. It offers a range of dining and retail options, with over 40 concessions available beyond the security checkpoint. The airport is named after the famous native musician, Louis Armstrong, and its airport code, MSY, is derived from the Moisant Stock Yards where it was built.
