Travelers weren’t showing Philadelphia International Airport (PHL) much love for the sixth year in a row, according to an annual survey conducted by JD Power.
The survey asked passengers about medium, large and mega-sized airports, with PHL coming in last for overall customer satisfaction for large airports.
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PHL had a 596 on a 1,000-point scale, according to the report. The top-ranked large airport, Tampa International, had a score of 718, according to the report.
The ranking comes after PHL rolled out $600 million in upgrades earlier this year, including improvements to restrooms, seating areas and transportation access. However, the score is based on passenger experience in 2025.
On Tuesday, Philadelphia Mayor Cherelle Parker and Department of Aviation leadership held a media briefing to discuss PHL’s recent performance and ongoing investments.
“We acknowledge that there is more work to do,” Parker said.
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Officials said that the nearly $2 billion transformation project, called Transform PHL, has focused on the passenger experience.
Additional work at PHL will include improving baggage and utility systems, advance sustainability and improve airfield infrastructure.
“We are making real, visible progress to improve the passenger journey while planning for the future of our airport,” said Parker. “Nearly $2 billion in infrastructure improvements, expanded staffing, and award-winning customer service are all part of our work to build better airports that reflect the world-class city and region they serve.”
“Passenger experience matters, and the improvements travelers can see throughout PHL are only the beginning as we map a long-term future for the airport,” said Department of Aviation CFO and Interim CEO Tracy Borda. “New restrooms, seating with charging capabilities, exits, lighting and accessibility enhancements are serving travelers today. PHL is changing in real time, and we are continuing to make improvements.”
Borda noted the JD Power report claims passenger satisfaction rises when airports complete renovations.
“PHL is in the midst of that work, not at the end of it, and the Airport recognizes that construction itself can affect a traveler’s experience,” he said. “Each completed project, however, moves PHL closer to a more seamless journey and gives passengers new ways to experience the transformation for themselves.”
However, a big question now is whether that focus could eventually include the construction of a new terminal.
“I’m not getting in trouble! I’m not saying too much here today,” Parker said.
Parker would only say that conversations about the airport’s future are “very promising” and teased a “historic capital investment” as the city continues upgrading the airport’s existing facilities.
Officials said that passengers can learn more about Transform PHL and current projects at phl.org/transform.
NBC10’s Miguel Martinez-Valle has responses from you the viewers on what Philadelphia International Airport could do be better.
