O’Hare, Midway again ranked below average in customer satisfaction survey

By the Editorial Team · Thursday, September 17, 2026

Chicago’s O’Hare and Midway airports received below-average customer satisfaction scores in the latest JD Power survey, with O’Hare tying for last among mega airports primarily due to ongoing construction and infrastructure challenges. Significant modernization efforts at O’Hare, including new concourses and terminal expansions set to complete by 2034, aim to improve capacity and traveler experience over the coming decade.

Chicago’s O’Hare International Airport and Midway International Airport have both received below-average ratings in the latest annual customer satisfaction survey conducted by JD Power. The 2026 report, released Wednesday, is based on feedback from more than 24,000 air travelers across North America who evaluated airports on travel ease, terminal facilities, food and retail options, and overall trust, among other factors.

O’Hare ranked tied for last place among "mega" airports—those handling 33 million or more passengers annually—sharing the bottom spot with Newark Liberty International Airport in New Jersey. This marks a decline from O’Hare’s position last year, when it placed 16th out of 20 airports in the same category. The airport is one of the busiest globally, recording the highest number of aircraft movements worldwide according to Airports Council International data from last year.

Michael Taylor, JD Power’s practice lead for travel, attributed O’Hare’s low ranking largely to ongoing construction. In 2023, Chicago began an $8.8 billion modernization and terminal expansion project aimed at significantly transforming the airport and increasing gate capacity. However, Taylor said the current infrastructure does not meet the demands of its traffic volume, describing busy periods at O’Hare as resembling a “Mardi Gras” atmosphere.

The project includes the construction of a new 19-gate Concourse D expected to be completed by late 2028, with a second concourse slated to begin construction later this year, adding more than a dozen gates by 2030. The centerpiece is the Jeanne Gang-designed Global Terminal, which will nearly double the size of the existing Terminal 2 that it will replace, with completion targeted for 2033. The entire modernization effort is projected to finish in 2034.

JD Power noted that airports with higher rankings often have recently completed or are close to completing major capital improvement projects. Kevin Bargnes, a spokesperson for the Chicago Department of Aviation, said the city takes the survey feedback seriously. He highlighted recent accolades for Chicago’s airports, including O’Hare’s recognition as “Best Airport in North America” by Global Traveler readers and Midway’s designation as “Best Family-Friendly Domestic Airport” by the Wherever Awards.

Bargnes emphasized the city’s commitment to enhancing both airports through historic investments, including the O’Hare modernization project and a $400 million upgrade at Midway completed in 2023. Additional projects at O’Hare include a $1.3 billion Terminal 5 expansion and an ongoing $300 million renovation of Terminal 3, expected to wrap up next year. The Terminal 3 project aims to improve security screening, accessibility, and concessions space.

Midway ranked 17th out of 24 airports in the survey’s “large” category, covering airports with 10 million to 33 million passengers annually. This is an improvement from its 19th place finish last year. Taylor noted that Midway’s ease of exiting the airport is a positive for passengers, with more than half of survey respondents willing to recommend the airport, often in contrast to O’Hare.

The highest customer satisfaction scores went to Minneapolis-Saint Paul International Airport in the mega category and Tampa International Airport in the large category.

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