CLT Scores High with Passenger Survey


Nine out of ten travelers who visited Charlotte Douglas during the first six months of 2013 were highly satisfied with their overall experience at CLT, according to a Phoenix Marketing International (PMI) passenger survey.  

Charlotte Douglas scored above the industry average for airports in all nine categories that provided sufficient feedback. When passengers were asked to rate their overall satisfaction with CLT, 94 percent of survey respondents gave the Airport high marks.

“Charlotte performs so well in so many areas,” said PMI representative Scott Ludwigsen. “Consistently you’re within a 90-percent satisfaction rating. I would consider this a world class airport.”

CLT also received its highest scores in terminal facilities (95 percent) and service at security checkpoints overall (90 percent). Within those specific categories, passengers were most pleased with the terminal’s cleanliness, ease of finding security checkpoints and wayfinding signage.

PMI randomly interviewed 200 passengers throughout the terminal about their overall experience at CLT from January – June 2013. They were asked to rate everything from terminal facilities to concessions on a scale of one (very dissatisfied) to five (very satisfied).  

When compared to the same time period from last year, terminal facilities experienced the survey’s largest increase. It jumped more than five points from an 87 percent satisfaction rate in 2012 to a 95 percent satisfaction rate (January – June 2013). Contributing factors included availability of free Wi-Fi service and flight information monitors.  

Customized passenger surveys have been conducted regularly since 2008 when CLT contracted with PMI, a market research group based in New York. Feedback is used to identify areas in need of enhancements and, in some cases, validate improvements made throughout the terminal. PMI works with several other airports in the country, as well as airlines and the Transportation Security Administration (TSA).

Recently, CLT was also named among the top 10 best U.S. airports by Travel + Leisure magazine, and Charlotte Douglas placed among the top 10 airports for health and wellness by FlipKey.com.