Charleston Joins Ontario and More as America’s Rising Airports Redefine the Journey Before Take-Off

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Charleston International Airport has delivered a powerful message to US airports. The South Carolina gateway has ranked first among medium-sized airports in the latest J.D. Power North America Airport Satisfaction Study. It scored 712 points out of 1,000.
The result places Charleston ahead of Ontario International Airport in California, which scored 705, and Indianapolis International Airport in Indiana, which scored 695. These airports show that good travel does not start on the plane. It starts at the airport door.
The study also brings a hard lesson for Cleveland Hopkins International Airport in Ohio. Cleveland ranked last in the medium-airport group with 597 points. The gap shows why airport investment, simple travel steps and passenger comfort matter more than ever.

Charleston Makes the Airport Journey Feel Easier

Charleston International Airport, known as CHS, is one of the strongest examples of how a growing airport can still make travel feel simple. It serves a city loved for its historic streets, beaches, food and Lowcountry culture. For many visitors, the airport is their first view of Charleston.
CHS has focused on making that first impression smooth. Travellers can check estimated TSA wait times online. They can see parking details before they leave home. They can use terminal maps to find their way. The airport also offers guest services, local dining, a lounge and more than 60 nonstop flight choices.
These details may sound small. But they help people feel calm. A traveller who knows where to park, where to check in and how long security may take has less stress. This can make a holiday or business trip start in a better way.
Charleston is also preparing for more demand. Its West Gate Expansion will add four gates to the terminal. This should increase gate capacity by around 15%. The project is expected to be substantially complete in early 2027.
A new parking and rental-car complex is also under construction. The $348 million project will bring more than 5,000 private parking spaces and more than 2,000 rental-car spaces. It is due to open in 2027. Charleston is therefore building for tomorrow while helping travellers today.

Ontario Wins Traveller Trust in Southern California

Ontario International Airport came second in the medium-airport ranking for the second year in a row. It scored 705 points, only seven points behind Charleston.
The California airport stood out in two important areas. It ranked first for arrival and travel-from-airport experience. It also ranked first for passenger trust. These results show that people believe the airport can guide them through their journey well.
Trust matters when people travel. Flights can change. Terminals can become busy. Families may have bags, children or limited time. A trusted airport gives clear information and useful help. It makes people feel that someone is in charge.
Ontario has grown quickly since local ownership returned in 2016. Passenger numbers have risen 75% during that time. The airport expects to serve more than seven million travellers this year. Rapid growth can cause stress. But Ontario has worked to protect its passenger experience as traffic rises.
It provides customer-experience staff, disability support, terminal maps, shopping and dining choices. It also runs the ONT+ visitor pass programme. This allows non-travellers to enter post-security areas and enjoy airport facilities. The service gives families and friends more time together before a flight.
Ontario’s success proves that an airport can grow without becoming difficult to use. It must keep its focus on people.

Indianapolis Combines Capacity With Character

Indianapolis International Airport ranked third with 695 points. It was not the top airport this year, but it still scored 23 points above the medium-airport average of 672.
Indianapolis handled more than 10 million travellers in 2024. This was a record for the airport. It also completed a three-year reconstruction programme worth $295 million. The work helped increase capacity as more people travelled through the terminal.
The airport keeps adding services. It has launched CLEAR lanes for faster passenger processing. It is introducing new and improved dining spaces. It has added new flights and welcomed new airlines. These changes can make travel more useful for visitors, business travellers and local residents.
Indianapolis also uses art and local culture to shape its airport identity. This is important because people do not want every terminal to look the same. They want to feel the place they have arrived in. Art, local food and welcoming public spaces can turn an airport from a waiting room into part of the trip.
The J.D. Power study found that local character helps passenger satisfaction. Clear signs matter too. Good wayfinding can stop a small problem from becoming a stressful one.

Cleveland Faces an Urgent Test

Cleveland Hopkins International Airport now faces the biggest challenge in this group. It ranked 14th out of 14 medium-sized airports with 597 points. That was 75 points below the group average and 115 points behind Charleston.
Cleveland had scored 611 points in 2025. This year’s result shows that its passenger experience has not improved fast enough. The airport is starting a major answer. Its CLEvolution programme is valued at about $1.6 billion.
The first part is a new Gold Lot with 1,600 parking spaces. The wider plan will bring a new terminal by 2032. This is a major investment. It could change how people travel through Cleveland in the future.
But passengers judge the airport they use now. They notice the queues, the signs, the seating, the food options and the service. Cleveland needs to improve these everyday parts of the journey while its long-term building plan moves ahead.

What US Airports Can Learn

J.D. Power measures ease of travel, trust, terminal facilities, airport staff, arrival and departure experience, food, retail and ground access. These are not just airport issues. They also affect tourism.
A smooth airport gives visitors a better feeling about a city. It can encourage them to return. It can help them spend more time and money in the terminal. J.D. Power found that travellers who rate their airport experience as perfect spend more than those who say it was only okay.
Charleston, Ontario and Indianapolis have different strengths. But they share one clear idea. They make travel easier for people. Cleveland’s rebuilding plan now offers a chance to follow that path. The race for better US airport journeys is no longer only about bigger terminals. It is about better moments for every traveller.

Image Credit: flyontario