Cleveland Hopkins Hires J.D. Power to Raise Low Satisfaction Scores

Cleveland Hopkins International Airport has brought in J.D. Power to help fix a long-running problem: low customer satisfaction that placed the airport last among medium hubs in the most recent study and kept it near the bottom for years. The decision comes as the airport starts construction to expand its central security checkpoint, launches a new “Hopkins Hangout Pass” to let non-ticketed guests go past security, and prepares for a decade of terminal work. Fresh data are due soon. The 2025 J.D. Power results are scheduled for release on September 17, 2025, setting a tight timeline for showing progress and building public trust.

Why J.D. Power — scope and targets

Airport leaders confirm the contract with J.D. Power covers detailed benchmarking and targeted advice across six core areas that shape the traveler’s day:

• Accessibility
• Check-in and baggage
• Security
• Food and shops
• Terminal facilities
• Baggage claim

In the 2024 J.D. Power North American Airport Satisfaction Study, Cleveland Hopkins posted a 580 out of 1,000 and ranked 15th of 15 among medium airports. The next-lowest airport scored 45 points higher and the top airport was more than 100 points ahead. J.D. Power redesigned the survey in 2024, so year-to-year comparisons are trickier, but the pattern for CLE has been clear for some time.

Engaging the same firm that publishes the ratings is both bold and practical. J.D. Power’s team is expected to deliver executive briefings, pinpoint where Cleveland Hopkins trails peers, and map steps that can be done now versus those requiring capital planning. Analysis by VisaVerge.com suggests airports using outside benchmarking often improve fastest when they fix the basics first: clear signs, steady security flow, clean restrooms, and reliable baggage claim handoffs. Cleveland Hopkins says it will target both quick touches and longer projects through 2026.

“Fix the basics first” is the recurring recommendation: better wayfinding, smoother security flow, cleaner restrooms, and improved baggage handling.

Near-term actions: checkpoint expansion and pass program

Construction and checkpoint changes aim to ease immediate pain points for travelers.

• Central checkpoint expansion
  • Construction began June 16, 2025.
  • Adds two screening lanes and increases the queuing area from 120 to more than 300 linear feet.
  • Project runs through winter and is expected to wrap by January 2026.
  • Checkpoint remains open during construction.
  • Cost: $3.5 million (Feghali Brothers Construction and Engineering).
  • Companion restroom reconfiguration: $1.3 million (Ozanne Construction).
  • Temporary impacts include some restroom and Interfaith Center closures as walls move.
• Hopkins Hangout Pass
  • Launched August 11, 2025.
  • 100 passes per day for non-ticketed guests to visit gates and secure-side shops/restaurants.
  • Valid from 7 a.m. to 10 p.m.
  • Application window: 24 hours to one week before the visit.
  • Each guest must pass TSA screening and is limited to one personal item (purse or small bag).
  • TSA has approved the program; airport staff report steady demand.
  • Details and application links: Cleveland Hopkins International Airport

For official screening rules, travelers can review the Transportation Security Administration’s guidance at the TSA.

Why the checkpoint and restroom work matter

J.D. Power has long flagged security wait times as a leading complaint. The queue expansion seeks to:

• Spread passengers out and reduce bottlenecks.
• Cut down the stop-and-go that makes lines feel longer.
• Give flexibility to redistribute TSA officers and open extra lanes during flight banks.

Restroom improvements address a different but powerful satisfaction driver: capacity and cleanliness near busy gates. J.D. Power research shows a poor restroom experience can negatively color the entire trip. Cleveland Hopkins plans to add capacity and improve layouts so travelers can get in and out faster. During reconfiguration, the airport will post directional signs and add staff to keep facilities tidy.

Financials and expected operational impacts

• Checkpoint: $3.5 million
• Restroom reconfiguration: $1.3 million
• First-phase terminal modernization (coming in 2026): $175 million

Short-term trade-offs include:
– Shifted walking routes and temporary restroom reductions.
– Possible Interfaith Center access changes.
– Lane closures that may slow mornings even while adding capacity long-term.

The airport says operations will continue with “minimal disruption,” but travelers should allow extra time during peak hours. Early afternoons and late evenings may be lighter.

Long-term plan and governance questions

The largest work lies ahead: a phased terminal modernization starting in 2026, estimated at $175 million for the first phase. This follows demolition of the old Sheraton Hotel to free up parking and circulation space. Leaders expect the full program to take about a decade, with early phases focused on space and flow—key drivers in J.D. Power’s model.

Governance is a central question for pace and delivery:
– Cleveland City Council is studying a shift to an independent airport authority, similar to Pittsburgh’s, to speed hiring, procurement, and large projects.
– Kerry McCormack, chair of the Transportation & Mobility Committee, argues city control slows work.
– Mayor Justin Bibb supports modernization but has not publicly committed to the authority shift.
– Any governance change would require careful handling to protect federal funding, bond ratings, and labor agreements.
– Official city updates: City of Cleveland

The council’s study is expected through late 2025, with possible proposals early in 2026.

J.D. Power’s six-factor model and how it’ll be used

J.D. Power evaluates airports across six factors:

Cleveland Hopkins will use that model to prioritize:
– Signs and wayfinding tweaks (color coding, larger fonts, clearer arrows).
– Restroom upgrades and capacity increases.
– Additional seating and improved gate hold rooms.
– Process and staffing adjustments in security and baggage.

J.D. Power’s study background and methods are available at J.D. Power: North America Airport Satisfaction Study.

Passenger trends and urgency

• 991,693 guests passed through Cleveland Hopkins in July 2025, up 4.4% from July 2024 and 2.2% above August 2019 (pre-pandemic).
• Increased passenger volumes intensify friction points: narrow corridors, cramped queues, limited gate seating, and restroom capacity issues.

A measured plan plus visible quick wins (shorter waits, cleaner restrooms) will be necessary to start closing the gap with peer airports. Improvements also help attract airlines and strengthen grant and bond arguments.

What travelers can expect — practical guidance

Between now and January 2026:

• Peak waits should ease incrementally as parts of the expanded queue open.
• Restroom access may be constrained in some areas during construction but will improve after reconfiguration.
• The Hopkins Hangout Pass continues at 100 passes a day; TSA and airport staff will monitor how it affects lines and seating.
• Families and caregivers are primary intended beneficiaries of the pass.

Practical traveler steps:
1. Check construction alerts before you travel.
2. Allow extra time during morning and early evening peaks.
3. Apply for the Hangout Pass 24 hours to one week ahead if you’ll meet someone airside.
4. Remember the one personal item limit for pass holders.
5. Follow posted signs for revised walking routes and queue lanes.
6. Report closed restrooms, broken signs, or crowded areas to airport staff — feedback helps managers prioritize fixes.

For official airport updates, see Cleveland Hopkins International Airport. For city-level questions on policy or governance, see City of Cleveland. TSA screening details are at the TSA.

Business and staffing impacts

• More non-ticketed visitors airside could boost food and retail sales, supporting tenant viability and longer hours.
• During construction, the airport will add staff during peaks to guide passengers, manage temporary routes, and keep high-traffic zones clean.
• J.D. Power’s ongoing feedback loop combined with monthly traffic data should give management early signals on what’s working and what needs adjusting.

Timelines and key dates

• Checkpoint construction start: June 16, 2025
• Hopkins Hangout Pass launch: August 11, 2025
• J.D. Power 2025 results release: September 17, 2025
• Checkpoint and restroom projects completion: January 2026
• Terminal modernization Phase 1 start: 2026 (first phase $175 million)

Final takeaway — measurement and expectations

J.D. Power’s 2025 score release on September 17, 2025 arrives before most physical changes complete, so expectations should be measured. Still, a clear plan, a functioning pass program, and visible construction progress can reassure travelers that leaders are acting.

The true test will be whether the airport feels easier to use on busy days: fewer missed flights, shorter lines, cleaner restrooms, more seating near gates, clear signs, and timely baggage. Those everyday moments both explained Cleveland Hopkins’ low ranking and offer the most direct path to lifting it.

For updates and details:
– Airport: Cleveland Hopkins International Airport
– City policy and governance: City of Cleveland
– TSA guidance: TSA
– J.D. Power study background: J.D. Power: North America Airport Satisfaction Study