Despite investments in infrastructure and customer service, Philadelphia International Airport (PHL) continues to poll badly in satisfaction among large airports in the U.S., writes Emma Dooling for Philadelphia Business Journal.

For the fourth year, PHL has ranked last in its size category for airport satisfaction, according to J.D. Power’s 2024 North America Airport Satisfaction Study.

The study included 27 airports in the U.S. and Canada that serve between 10 million and 32.9 million passengers a year. It scored 541 on a 1,000-point scale.

The survey measures seven aspects of customer experience—ease of travel through the airport, level of trust with the airport, terminal facilities, airport staff, departure/to airport experience, food, beverage and retail; and arrival/from airport experience.

Philadelphia Department of Aviation CEO Atif Saeed said the poor performance result is due to the age of the airport’s terminals. The newest is 20 years old.

PHL is investing $524 million in new and ongoing capital projects that it hopes to complete before 2026, when Philadelphia will host several major events.

“Our airline partners have committed close to an additional billion dollars towards enhancing our existing facilities as we prepare for 2026 and beyond,” Saeed said.

Read more about PHL’s survey results in the Philadelphia Business Journal.