The Massive Midwest Airport Known As One Of North America's Best (And It's Not Chicago)
An airport is probably the last place you want to step foot in due to how busy they can be, but if you were to choose only one airport in the country to fly in and out of, you might want to put Michigan's Detroit Metropolitan Wayne County Airport (DTW) in your shortlist. In 2023, DTW earned a place on numerous "Best Airport" lists, the chief of which is J.D. Power's North America Airport Satisfaction Study. It clinched a score of 800 (out of 1,000) points in customer satisfaction, which was the highest rating received.
The study looked at a range of criteria through the lens of over 27,000 travelers who went through "at least one" airport in the U.S. and Canada within the last 30 days. The quality of terminal facilities, the efficiency of check-in and security processes, and the speed of baggage claim services were all analyzed. Further solidifying its reputation, The Wall Street Journal recognized DTW as the fifth-best large U.S. airport in 2023, with the outlet ranking it first in bathroom, gate seat, and airport layout ratings and second in both on-time arrival and departure. In the preceding year, DTW also bagged the prestigious Airport Service Quality Award, one of the loftiest recognitions an airport can aspire to have.
Wayne County Airport Authority CEO Chad Newton attributed these successes to a strategy centered on prioritizing travelers' needs. "We've listened to customer feedback and developed action plans for improvement," he noted in a 2023 statement. "It's encouraging to know our customers have noticed our efforts. We are grateful and remain dedicated to exceeding expectations at DTW."
DTW is a certified fan-favorite
The Detroit Metro airport has come a long way, going from an airport that passengers wouldn't touch with a 10-foot pole to becoming a traveler's daydream. "We used to joke that Detroit was one step below Calcutta," airport spokesman Scott Wintner told The Los Angeles Times in 2011 when DTW was just starting to rise up the ranks. "It was a place to avoid. We had cramped terminals and we could only move one plane at a time in the alleys. No other planes could back out." But thanks to collaborative efforts between the airport and various airlines to innovate, DTW became a place where travelers actually want to be, first-time fliers or otherwise.
The airport's evolution is celebrated by passengers online, as seen on Reddit. "I always thought it was exactly what an airport should be: roomy, easy to navigate, with several restaurants and lounges to occupy your time," one user wrote. Another user complimented its design and amenities in a separate Reddit post, giving a special shoutout to the security process that lets you go through TSA with ease sans expedition programs. "It just feels good to be in there. High a** ceilings and great natural light," they said. "Even without precheck/clear security is efficient."
Numerous TikTok users have also touted DTW for its efficiency, with @ryanredoute boasting that they arrived at the airport dangerously close to boarding and still made it through with time to spare. Meanwhile, @magduhlin gushed about the McNamara Light Tunnel, which changes lights and plays music as you pass.
Future plans for DTW
It wouldn't come as a surprise if Michigan's Detroit Metropolitan Wayne County Airport manages to be a fixture in Best Airport lists in the future, with its management going all in on modernization and enhancement. In January 2024, it kickstarted a multi-year construction project to renovate the roadways and tunnels around the airport, set to be completed in 2027. Then, in March 2024, it launched a brand new shuttle service that would take travelers from downtown Detroit straight to the airport for as low as $6 one-way, as reported by CBS News.
The future of DTW looks even brighter with its impressive roster of improvements set for the remainder of 2024 and possibly even beyond. The airport is looking to tackle a series of projects to improve the passenger experience further, thanks to the $49.6 million in funding that it received from the government, per DBusiness.
"In 2024, we are planning upgrades to our infrastructure," said Matt Morawski, a spokesperson for Wayne County Airport Authority (via Crain's Detroit Business). "For example, WCAA will begin a project that will enhance the customer experience in the Evans Terminal," he explained. "We will also continue our improvements to the McNamara Terminal which are funded by Bipartisan Infrastructure Law (BIL) grants, awarded through the FAA's Airport Terminal Program. Those projects include bathroom upgrades, jet bridge replacements and baggage carousel enhancements."