Published on
September 18, 2025
Ontario International Airport (ONT) has made significant strides in improving passenger satisfaction, as evidenced by its impressive rise to the second position in the 2024 J.D. Power North America Airport Satisfaction StudySM. This recent achievement highlights the airport’s ongoing efforts to provide a customer-centric experience. ONT moved up from fourth place in the 2024 rankings, strengthening its position as one of the most passenger-friendly airports in the United States.
With a satisfaction score of 709, ONT now sits just behind Indianapolis International Airport, which claimed the top spot with a score of 713. This achievement places ONT ahead of Buffalo Niagara International Airport, which earned a third-place ranking with a score of 698. The performance of Ontario International Airport underscores its dedication to improving services and enhancing the overall passenger experience.
Celebrating Teamwork and Dedication
The success of Ontario International Airport is attributed to the collective effort of the airport’s team, whose passion and commitment to excellence have played a significant role in this accomplishment. Atif Elkadi, Chief Executive Officer of the Ontario International Airport Authority (OIAA), expressed pride in the achievement, acknowledging the hard work of the airport’s staff, partners, and Board members. Elkadi emphasized that this ranking serves as recognition of the airport’s progress, while also reiterating the ongoing pursuit of the top position, reflecting the community’s expectations.
ONT’s progress in the J.D. Power rankings exemplifies how far the airport has come, thanks to its dedication to improving services and infrastructure. The continued upward trajectory of the airport highlights the collective effort and vision that has been put into ensuring a positive experience for all passengers.
Passenger Satisfaction Across Key Areas
The J.D. Power study measures passenger satisfaction across seven key dimensions, all of which contribute to ONT’s high ranking. These factors include ease of travel, trust in the airport, the quality of terminal facilities, the professionalism of airport staff, and the quality of food, beverage, and retail experiences.
Ease of travel is a significant aspect that ONT continually strives to improve. Efforts to streamline the check-in, security, and boarding processes have been well-received, ensuring passengers experience minimal delays and frustrations. In addition, the airport staff’s professional demeanor has contributed to a welcoming environment for all travelers, further enhancing the overall experience.
The quality of terminal facilities is another key area where ONT excels. With modern amenities and a clean, comfortable environment, passengers are provided with a welcoming and efficient space to navigate through the airport. Furthermore, the airport’s food and retail offerings have garnered praise for their quality, providing travelers with a diverse selection of dining and shopping experiences.
A Milestone Achievement: Level 2 Accreditation
Ontario International Airport’s strong performance in the J.D. Power study follows another significant achievement—the receipt of Level 2 Accreditation for Customer Experience from Airports Council International (ACI). This accreditation, awarded earlier in the summer, positions ONT among a select group of airports nationwide that have met the highest standards of customer service. This recognition further underscores the airport’s commitment to enhancing the overall passenger experience.
The combination of these accolades serves to reinforce the airport’s dedication to continual improvement. As the airport strives to meet the evolving needs of its passengers, it remains focused on delivering a seamless and enjoyable travel experience.
Growing Passenger Volumes and Expanding Services
Since the return of local ownership in 2016, Ontario International Airport has experienced impressive growth, with passenger volumes rising by 75%. This growth is indicative of both the increasing demand for air travel in Southern California and the airport’s ability to cater to the needs of a diverse and growing passenger base. As ONT approaches the milestone of serving more than 7 million travelers in 2025, its focus remains on expanding and improving services to keep pace with this rising demand.
The significant increase in passenger traffic is also a testament to the airport’s ability to deliver a reliable and customer-focused service. As ONT continues to evolve, its ability to maintain high standards of service while meeting the growing needs of travelers is a reflection of its success and commitment to the Southern California community.
A Gateway to Southern California’s Unique Energy
Ontario International Airport plays a pivotal role in shaping the first and last impressions that travelers have of Southern California. As Elkadi noted, airports are not just transportation hubs—they are an essential part of a region’s identity. ONT takes this responsibility seriously, aiming to provide an experience that reflects the hospitality, diversity, and energy of the area. The airport’s continuous efforts to improve service and customer experience are driven by a deep commitment to representing the Southern California community in the best possible light.
Elkadi also pointed out that the recognition the airport has received is not only a reflection of its achievements but also a signal of its determination to continue striving for excellence. ONT aims to further enhance its services, providing travelers with a welcoming atmosphere that mirrors the spirit of the region it serves.
Looking to the Future: Continued Excellence
Ontario International Airport’s recent achievements in the J.D. Power rankings, combined with its Level 2 Accreditation, signal a bright future for the airport. As it continues to grow and evolve, ONT remains committed to offering an exceptional travel experience for all passengers. The airport’s rise to second place in the customer satisfaction rankings is just one step on its journey toward becoming a leading airport in North America.
With its unwavering focus on quality, innovation, and customer satisfaction, Ontario International Airport is poised to continue making strides in the industry. The airport’s leadership in passenger service and its commitment to improvement ensure that ONT will remain a top choice for travelers in Southern California for years to come.
[Image Credit: Ontario International Airport]
link