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CLT: Most customers happy, but some dissatisfaction with power outlets

Most travelers who pass through Charlotte Douglas International Airport say they are satisfied overall, but the airport could use some more power outlets and faster baggage delivery, according to the airport’s annual customer-satisfaction survey.

Those are just a few of the findings from the airport’s survey, administered by Phoenix Marketing International. The company surveyed 250 passengers waiting in the airport’s departure areas.

Overall, 92 percent of passengers said they were satisfied with the airport in 2013, down 1 point from last year. The airport has averaged a 93 percent satisfaction rating in its survey since 2008.

In the terminal, 94 percent of passengers said they were satisfied with the facilities overall. Only 72 percent, however, said they were satisfied with baggage delivery overall, while just over half – 52 percent – said they were satisfied with the timeliness of baggage delivery. When it came to parking, 73 percent of people said they were satisfied with its availability at the airport.

While customers said they were happy overall, they did have some specific gripes. Only 42 percent said there was an adequate number of power outlets in the gate areas. In Concourse D specifically, even fewer people found enough places to plug in their devices – only 32 percent.

People also apparently want more food and beverage options before security checkpoints. A total of 41 percent of those surveyed said they were satisfied with those options. In the terminal, Concourse B had the highest satisfaction score for food and beverage options, with 94 percent satisfaction, while Concourse A had the lowest, with 77 percent.

Charlotte Douglas saw about 43.5 million passengers last year, a record for the airport and the eighth most in the U.S., according to the Department of Transportation.

Portillo: 704-358-5041; Twitter: @ESPortillo
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