Centurion and Capital One Lounges Dominate Airport Satisfaction Rankings
The American Express Centurion Lounge and Capital One Lounge have taken the top spots in customer satisfaction for airport lounges, according to a recent study by JD Power. The study, which surveyed over 2,991 travelers who visited US airport lounges between April and June 2026, found that these two lounges ranked highest in overall customer satisfaction.
The survey also revealed that 45% of airport lounge guests use the facilities to escape crowded airport terminals. Complimentary food and beverage is considered the top benefit of airport lounges, but overcrowding has a negative impact on satisfaction. In fact, 39% of travelers are turning to airport lounges as an alternative to high-priced food and beverage options in the terminal.
Andrea Stokes, hospitality practice lead at JD Power, noted that while airport lounges have become a respite for travelers, overcrowding can make them feel like a mirage. With air travel demand at an all-time high, lounge operators must continue to find ways to delight guests with higher quality food and beverage offerings, as well as happier staff.
The study also found that nearly half of guests (46%) say the lounge they use most often is usually moderately or severely crowded. This overcrowding negatively affects satisfaction, with scores decreasing by 244 points when lounges are severely crowded compared to those that are not at all crowded.