Newark Airport: A Traveler's Worst Nightmare

Newark Airport has been consistently ranked as one of the worst airports in the US and the world. In 2023, it was ranked last in customer satisfaction among the largest airports in North America for the second year in a row, according to a study by J.D. Power. The airport also received poor ratings in various categories, including terminal facilities, food and beverage options, retail services, and baggage claim. In addition, Newark Airport has been rated poorly for its high cancellation rates, delays, and security wait times.

Low customer satisfaction

Newark Airport has consistently ranked low in customer satisfaction among North American airports. In 2023, it was rated the worst for the second year in a row, scoring 732 out of 1000 in a study by J.D. Power. This was well below the average score of 772. The airport's poor performance was also reflected in the WSJ's ranking of the country's busiest airports, where it came last.

The low customer satisfaction at Newark Airport can be attributed to several factors. One of the main issues is the high number of delays and cancellations. Newark had the lowest percentage of flights arriving and departing on time among large airports and the highest percentage of cancelled flights. The crowded New York-area airspace and bad weather have been blamed for these issues.

In addition to flight delays and cancellations, other factors contributing to low customer satisfaction include long security wait times and high concession prices. The airport's facilities, such as the terminals and baggage claim areas, have also been rated poorly. The JD Power survey, which covers areas such as terminal facilities, food and beverage options, retail services, and baggage claim, found that Newark Airport performed poorly across these categories.

The low customer satisfaction at Newark Airport has financial implications, as satisfied travelers are more likely to spend money at the airport. "Delighted" passengers spent an average of $44 in the terminal, compared to $29 spent by "disappointed" passengers.

Despite ongoing improvements, such as the new Terminal A and air train service, Newark Airport continues to struggle to enhance the overall passenger experience and increase customer satisfaction.

Poor on-time performance

Newark Airport has consistently ranked poorly in customer satisfaction surveys, with one study finding it to be the worst airport in North America for the second year in a row. One of the main reasons for this is its poor on-time performance.

Newark Liberty International Airport has the lowest percentage of flights that arrive and depart on time among large airports in the US. In addition, it has the highest percentage of cancelled flights. Delays and cancellations were assessed over an 18-month period to June 2022, with Newark performing the worst out of all large airports.

The reasons for these delays are multifaceted. One factor is bad weather, which is unavoidable. However, another significant issue is the crowded New York-area airspace. The airport's chief executive has also blamed an overcrowded airport schedule.

The impact of these delays is far-reaching. Travellers are less likely to be satisfied with their experience, and are therefore less likely to spend money at the airport. This can have a negative economic impact on the airport and its retailers. Delays can also cause frustration and inconvenience for passengers, especially those with connecting flights or time-sensitive plans.

To improve its on-time performance, Newark Airport needs to address the issues of overcrowding and scheduling. This may involve working with the Federal Aviation Administration to better manage the demand for takeoff and landing timings. It is hoped that ongoing investments in infrastructure and services will help to improve the overall passenger experience and reduce delays.

High cancellation rates

Newark Airport has been consistently ranked as one of the worst airports in customer satisfaction surveys. In 2023, it was ranked as the worst airport for the second year in a row among the largest airports in North America, according to a study by J.D. Power. The airport scored 732 out of a possible 1,000, well below the average score of 772.

Newark Airport's poor performance can be attributed to several factors, including high cancellation rates. In fact, according to the WSJ's ranking of the country's busiest airports, Newark Liberty International Airport had the highest percentage of cancelled flights.

The high cancellation rates at Newark Airport can be attributed to several factors. One of the main reasons is the crowded New York-area airspace. The airport is located in a congested area, which can lead to delays and cancellations due to air traffic congestion. In addition, bad weather conditions can also contribute to cancellations, as it can cause delays in flight operations and impact the safety of flights.

Another factor that contributes to the high cancellation rates at Newark Airport is the issue of an overcrowded airport schedule. Scott Kirby, the chief executive of United Airlines, which has a hub at the airport, has stated that some of the problems at the airport are due to an overcrowded schedule. This can lead to delays in flight operations and increase the likelihood of cancellations.

Furthermore, the impact of the COVID-19 pandemic on staffing and luggage handling at the airport may also be a contributing factor. Staff shortages can lead to difficulties in managing flight operations efficiently, resulting in cancellations.

To improve the situation, the Port Authority of New York and New Jersey, which operates the area's airports, needs to address these issues. This may include improving infrastructure, increasing investment in services, and working with the Federal Aviation Administration to better manage the demand for takeoff and landing timings at the airport.

Despite the ongoing challenges, there is hope that Newark Liberty International Airport can implement changes to improve its ranking and customer satisfaction. The completion of the new Terminal A and the upcoming new air train service are positive steps towards enhancing the airport's infrastructure and services.

Long security wait times

One survey by J.D. Power, which assessed various aspects of the airport experience, including terminal facilities, food and beverage options, retail services, and baggage claim, placed Newark Airport last out of 100 airports reviewed. Another survey of business travellers by a British finance company ranked the airport as the second worst in the country and the tenth worst globally.

The security lines at Newark Airport have been described as "weird" and "an afterthought", with travellers reporting that they often spill out into the main airport area. This can create a sense of confusion and congestion, impacting the overall passenger experience.

The crowded nature of the airport and the high volume of travellers passing through contribute to these lengthy security wait times. One traveller shared their experience, noting that even when arriving at the airport early in the morning, they still encountered long lines at security.

To improve their ranking in future surveys, Newark Liberty Airport will need to address these issues related to long security wait times and find ways to streamline and enhance the security process for travellers. This could involve investing in additional security personnel, improving the layout and efficiency of security checkpoints, or implementing new technologies to expedite security screening.

Reducing security wait times can have a significant impact on improving the overall passenger experience and increasing customer satisfaction at Newark Airport.

Poor food and beverage options

Newark Airport has been consistently ranked as one of the worst airports in North America in terms of customer satisfaction. One of the factors contributing to its poor reputation is the limited food and beverage options available to travellers.

The airport's food and beverage offerings have been described as "awful," with a lack of variety and limited choices, especially in Terminal A, which houses international carriers. This is a significant issue for travellers, as having a range of dining options is essential for a positive airport experience.

The issue of poor food and beverage choices is not unique to Newark Airport, as other airports, such as LaGuardia, have also faced similar criticisms. However, LaGuardia has made significant improvements through upgrades and investments, resulting in a boost in its rankings.

Recognising the importance of food and beverage options in enhancing the overall passenger experience, Newark Airport has undertaken renovations, including the new Terminal A, which aims to address this issue. These improvements are expected to positively impact the airport's rankings in future surveys.

While the airport works to enhance its food and beverage offerings, travellers are often left disappointed and unsatisfied. This can lead to a decrease in spending, as travellers who are "delighted" tend to spend more money in the terminal than those who are "disappointed."

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