For a large portion of travelers, an airport lounge can make or break a trip.
Whether it’s for a more practical purpose, such as finding a place to grab coffee, dinner or drinks before your flight, working while in transit, or wanting to escape the hustle and bustle of a major airport and start your luxury journey with free drinks and snacks, lounges can be an important part of your trip.
But as most seasoned travelers know, and JD Power has discovered, not all lounges are created equal.
The data and analytics company released its first U.S. airport lounge benchmark study on Wednesday, ranking what customers consider the best lounge networks.
It’s worth noting that the study focused on general membership lounges, rather than exclusive business class lounges like United Airlines’ Polaris Lounge or American Airlines’ Premium Flagship Lounge.
The study measures customer satisfaction across eight key criteria, weighted by importance and plotted on a 1,000-point scale. The criteria are perceived value of the experience, weighing benefits against costs; staff; food and drink; cleaning and maintenance; amenities; easy access to lounges; environment; and Wi-Fi quality. The data was collected in a survey in September and October of 1,430 travelers who had visited a U.S. airport lounge at least once in the past year.
American Express’ Centurion Lounge network topped the list with 782 points out of 1,000, followed by Capital One Lounges and Delta Sky Clubs, which tied for second with 773 points each. Chase Sapphire Lounges follows with 771 points. American Airlines Admirals Club (753 points), Alaska Airlines’ Alaska Lounge (748 points) and United Airlines Club (705 points) all ranked well but were below the study’s average score of 758 points.
The Lounge Benchmark Study also provides some interesting insights into travelers’ general perceptions of lounges and how they view them throughout their travels.
Nearly half (47%) of lounge users surveyed said they plan their travel routes based on lounge access, and 82% said they choose which airline to fly based on which lounges are available, underscoring the importance of lounges to some travelers.
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Food and drink is the most popular lounge amenity, with nearly three-quarters (74%) of respondents citing it as the reason they use a lounge. 62% of users cited rest and relaxation as the reason, with 37% highlighting escaping airport crowds. Interestingly, 37% of respondents stated that they use lounges because of the high prices of food and drink in the terminal, confirming that for some frequent travelers, the cost of using lounges can be offset by savings.
When it comes to lounge access, premium credit cards are the primary way to access lounges for about one-third (34%) of survey participants, while 21% said they have access to lounges through their elite status. Only 18% said they have a lounge membership that is not tied to a credit card or identity.
The survey shows that most travelers (56%) spend an average of 31 to 60 minutes in lounges. Interestingly, those who spent more than two hours in the break room reported an average of 39 points higher overall satisfaction.
One issue the study didn’t address was overcrowding, which has led to long lines at some of the most popular lounges.
This crowding is ultimately a sign of the lounge’s growing popularity. Another sign is that the airport is beginning to incorporate its design elements into public terminal areas during renovations, said Michael Taylor, managing director of travel, hospitality and retail at JD Power.
“Lounges are clearly resonating with travelers as expanded access through credit card offers and other status-agnostic offers spurs demand, but with that comes the unfortunate side effect of increased crowding,” Taylor said. “This is driving demand for additional lounge space within airport terminals.”
Want to add a lounge visit to your next flight? Be sure to check out TPG’s comprehensive guide on how to use airport lounges and the best credit cards that include lounge access.
