CLEVELAND, Ohio — Cleveland Hopkins International Airport is setting new milestones. For the first time in 10 years, it saw more than 10 million guests at the airport. Changes at the airport continue in an effort to improve travelers' experience.
- In a recent survey, Cleveland Hopkins finished with an overall satisfaction score of 4.4 out of 5
- 350 randomly selected passengers were asked to assess the airport in several different areas
- The airport continues making changes to improve customer service
"We've added a lot of charging stations, we've added a mother's room here for mothers traveling here with their infants and need a quiet and secure place to breastfeed, we've added bottle fillers, we certainly added some nice restaurants," said Robert Kennedy, airport director, Cleveland Hopkins International Airport.
In a recent survey by Airports Council International, Cleveland's airport earned its highest in customer satisfaction scores to date. Travelers were asked to assess the airport in several different areas, including the helpfulness of airport staff, thoughts on security and check-in and cleanliness of bathrooms and the terminal.
The airport finished with an overall satisfaction score of 4.4 out of 5, the airport's best year ever.
"I would probably rank it at a 4.5 to 4.7," said Lyndon Wapole, business traveler. "It's a nice place , I really feel like the people and the culture in Cleveland is what makes it really nice, so business has always been good for us, so we really enjoy it."
Travelers told Spectrum New 1 that Cleveland's airport offers convenience — especially when it comes to getting your luggage quickly and finding rental car facilities.
Last year, a JD Power survey named Cleveland's airport one of the worst airports of its size in North America, but this year, Cleveland Hopkins will move into the larger category of airports which will likely increase its rating.
"We serve our customers, we serve our airlines, we serve our employees, so we got to know, are we doing the right things right or do we need to improve, and until we hit that top scale all the time, there are areas we must focus on," said Kennedy.