Ontario International Airport (ONT) has again secured the runner-up spot in the JD Power 2026 North America Airport Satisfaction Study, reinforcing its position as a top performer among medium-sized U.S. gateways. The Southern California airport posted a customer satisfaction score of 705, just seven points behind the category leader, and took first place in two key dimensions: arrival/from-airport experience and passenger trust.
The annual benchmark, which measures satisfaction across seven criteria including ease of travel, airport staff, and food, beverage, and retail offerings, has become a critical barometer for airport operators competing on service quality. ONT's consistent showing reflects a broader strategy to pair operational efficiency with a hospitality-driven culture, a formula that has helped the airport nearly double its passenger traffic since 2016.
A decade of local ownership and growth
Now approaching ten years under the Ontario International Airport Authority (OIAA), the airport is on track to welcome more than 7 million travelers this year, a 75% increase from a decade ago. That growth has come without sacrificing the experience that passengers say they value, according to OIAA Chief Executive Officer Atif Elkadi.
“Passengers are telling us they trust ONT, they value the experience we provide, and they feel the difference when they travel through our airport,” Elkadi said. He credited the airport's workforce and partners for embedding a service-first mindset across every touchpoint, from curb to gate.
Elkadi was blunt about the ambition behind the ranking. “We're incredibly proud to be No. 2 again. But we're not building ONT to be second best,” he said, reiterating the goal of delivering the best airport experience in North America.
The JD Power result aligns with broader industry trends where mid-sized airports are leveraging agility and community ties to outpace larger hubs. ONT's performance also echoes the kind of service benchmarks seen in recent hospitality rankings, where consistency and trust drive repeat recognition.
For travel professionals, ONT's trajectory offers a case study in how secondary airports can compete on experience rather than sheer scale. The airport has invested in streamlined security, expanded dining and retail options, and a seamless ground transport network, all of which feed into the satisfaction metrics that JD Power tracks.
Industry observers note that ONT's strength in the arrival experience is particularly telling, as it reflects the entire journey from landing to leaving the airport, including baggage claim, customs, and ground transportation. That dimension, along with trust, is often a differentiator for business travelers and international visitors.
As ONT continues to grow, Elkadi emphasized that the airport will not compromise on the elements that earned it the second-place finish. “We're building for the future, but we're doing it with the passenger at the center,” he said. The airport's leadership is also mindful of the need to define technology goals before spending, ensuring that new investments align with passenger needs.
The JD Power study, now in its 20th year, surveyed more than 26,000 North American travelers. ONT's score of 705 places it ahead of several larger airports and within striking distance of the top spot, a gap that Elkadi and his team are determined to close.
For agents and tour operators, ONT's rising profile could make it an increasingly attractive gateway for clients seeking to avoid the congestion of Los Angeles International (LAX). With its growing route network and strong satisfaction ratings, the airport is positioning itself as a viable alternative for both leisure and business travel.
As the airport marks nearly a decade of local control, the message from its leadership is clear: second place is not the finish line. “We're not satisfied with being close,” Elkadi said. “We want to be the best, and we're working every day to earn that title.”
