Bellingham International Airport Named Highest Rated Small Airport in US
Press Releases
Written by Bellingham Whatcom County Tourism   
Monday, May 16, 2016 01:47 PM

Bellingham International Airport in Bellingham, WA has been ranked 1st by customers in the United States for best customer service in the small hub airport category, and with a 93% favorability rating, received the highest customer satisfaction scores among all airports across all categories. The traveler rankings were recorded by Phoenix Marketing International’s Airport XP mobile insights platform, which allows travelers to share their experience at the 250 busiest U.S. Airports.

“This is a remarkable accomplishment and we are honored to have received such appreciation from our valued customers,” said Sunil Harmon, Port of Bellingham Director of Aviation. “We recognize we are in the people business and we have set very high standards for service at every level of customer contact.”  

The following rankings are based off of 170,000+ traveler responses, compiled from November 2015-February 2016. Satisfaction was rated on a seven-point scale, with 1 being “very dissatisfied” and 7 being “very satisfied”. Percentages were calculated on the number of travelers that rated overall satisfaction as a 6 or 7. The size of the airport is based on passenger volume and classified by the Federal Aviation Administration:

Small Airports:
1.Bellingham International- 93% (Bellingham, WA)
2.Gerald R Ford International- 91% (Grand Rapids, MI)
3.Hilo International- 91% (Hilo, HI)
4.Wichita Dwight D Eisenhower National Airport- 89% (Wichita, KS)
5.Spokane International- 88% (Spokane, WA)

Medium Airports:
1.Eppley Airfield- 90% (Omaha, NE)
2.Theodore Francis Green State- 89% (Warwick, RI)
3.Palm Beach International- 83% (West Palm Beach, FL)
4.General Mitchell International – 83% (Milwaukee, WI)
5.Raleigh-Durham International- 82% (Raleigh-Durham, NC)

Large Airports:
1.Tampa International- 82% (Tampa, FL)
2.Salt Lake City International- 81% (Salt Lake City, UT)
3.Charlotte/Douglas International- 79% (Charlotte, NC)
4.Chicago Midway International- 78% (Chicago, IL)
5.Hartsfield-Jackson Atlanta International- 76% (Atlanta, GA)

“Many smaller airports outperform their larger counterparts on passenger satisfaction measures related to pre-security items (e.g., parking, checking-in) due to their ease,” said Scott Ludwigsen,  Executive Vice President, Travel Research Group, Phoenix Marketing International.

The AirportXP platform reaches out, via mobile devices, to travelers while they are at airports to gauge their in-the-moment experiences.  A continuous, daily flow of traveler feedback, coupled with mXP’s unique approach to generating insights, provides in-moment measurement of service quality from check-in through departure. For the airport manager, this means building relationships with business and leisure travelers, plus the ability to identify and address service problems as they surface, in real-time.
For more information on the AirportXP product contact Marisa Katz ([email protected]).

About mXP
mXP, powered by SessionM, is a suite of mobile products that include Phoenix Marketing International’s best-in-class market research methods, vertical industry expertise, and advanced analytics. mXP products provide access to an extensive network of on-the-go consumers, sourced from 100+ million mobile device users and among a coalition of 1,500 integrated mobile apps. mXP provides marketers with insights quickly, acquiring more than 275,000 responses each day, allowing for accelerated delivery of decision-making information and answers to business critical questions.

Media Contact:
Michael Hogan, Public Affairs Administrator
Port of Bellingham
1801 Roeder Avenue
Bellingham, WA 98227