John Glenn Columbus International Airport Drops in Customer Satisfaction Rating
Columbus, Ohio – John Glenn Columbus International Airport drops in customer satisfaction rating, according to the 2025 J.D. Power North America Airport Satisfaction Study. Once ranked in the top 10, CMH now sits at 11th place among medium-sized U.S. airports, signaling the challenges of operating a nearly 70-year-old terminal.
The study measures passenger experience across seven key areas: ease of travel, terminal facilities, airport staff, security and trust, food and retail, departure/arrival flow, and cleanliness. For Columbus, aging infrastructure and restroom quality were major factors that led to the drop.
Airport officials acknowledged the ranking but emphasized that a new, first-class terminal is scheduled to open in 2029. Until then, CMH is making smaller upgrades—improved signage, cleaner facilities, and local food options—to enhance the traveler experience.
Industry experts note that it is not unusual for airports to fall in rankings during major transition periods. Michael Taylor of J.D. Power explained that restroom conditions, lighting, and terminal design are among the strongest drivers of satisfaction scores.
Travelers themselves remain mostly positive. Many appreciate CMH’s smaller size compared to large hubs, citing easier navigation and faster arrivals. Still, passengers say cosmetic improvements—brighter spaces, modern restrooms, and more local culture would go a long way in boosting satisfaction.
In comparison, Indianapolis International Airport ranked highest among medium airports, followed by John Wayne Airport in California for large airports, and Minneapolis–Saint Paul International for mega airports.
With billions being invested nationwide in airport modernization, John Glenn Columbus International Airport’s new terminal aims to restore its top-tier ranking and deliver facilities that match Central Ohio’s growth and energy.
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