More travelers are turning to airport lounges right after clearing security, seeking a quieter space to work, eat, or simply pause before boarding. This shift has prompted closer examination of what makes these spaces effective. A recent J.D. Power study provides fresh data on how different networks perform across the United States.
Why the Findings Matter Now
Airport lounges have moved from occasional perks to regular stops for many frequent flyers. The second annual J.D. Power airport lounge benchmark study captures this trend through surveys of nearly 3,000 travelers who used a U.S. lounge in the past year. Data collection ran from April through June, focusing on networks rather than single locations.
Methodology adjustments this year, including the addition of premium airline lounges to broader network scores, limit direct year-over-year comparisons. Still, the overall rankings offer a consistent view of where satisfaction stands highest. The study evaluated eight criteria on a 1,000-point scale, with perceived value of experience carrying the most weight.
Top Networks According to the Data
American Express Centurion Lounges and Capital One Lounges tied for the highest overall score at 771 points. Chase Sapphire Lounges followed closely at 764, with Delta Sky Clubs, including Delta One locations, at 763. Newer participants such as British Airways U.S. lounges scored 751, while American Airlines Admirals Clubs reached 749.
Further down the list, Air France U.S. locations earned 746 points, Alaska Lounges 737, United Clubs and Polaris Lounges 702, and The Club network 650. The average across all networks came to 732. These results reflect a holistic view that now incorporates a wider range of premium offerings within each airline family.
Key Drivers of Satisfaction
Travelers consistently pointed to two main reasons for using lounges. Thirty-nine percent cited better value on food and drink compared with terminal prices, while 45 percent described the primary appeal as an escape from crowded terminals. These motivations highlight how lounges function as both practical and restorative spaces.
Crowding emerged as a notable challenge. Nearly half of respondents described their most-visited lounge as moderately or severely crowded. Satisfaction scores rose by an average of 244 points among those who found their lounge not at all crowded, underscoring how access and capacity influence the overall experience.
Where Lounges Perform Strongly
Food and beverage options stood out as a bright area. Fifty-two percent of travelers rated the offerings better than expected, and another 44 percent found them in line with expectations. Staff interactions also received positive marks, with 77 percent reporting that they felt welcomed upon arrival.
Room for growth remains in other aspects of service. Only 52 percent described staff as appearing happy, and 51 percent viewed them as knowledgeable. Andrea Stokes, hospitality practice lead at J.D. Power, noted that continued attention to food quality and staff well-being will help operators meet rising expectations as the segment expands.
What matters now
Operators face pressure to balance access with quality as demand grows. Travelers who find genuine value and calm report markedly higher satisfaction, suggesting that thoughtful capacity management and consistent service can strengthen the lounge experience for everyone.
The study offers a clear reminder that lounges succeed when they deliver on comfort, value, and a sense of welcome. As more networks refine their offerings, the data points toward steady improvement in areas that matter most to travelers on the move.
AI Disclaimer: This article was created with the assistance of AI tools and reviewed by a human editor.