J.D. Power finds the most passenger-pleasing airport lounges in the USA
December 11, 2025
Consumer insights analyst firm J.D. Power has published its inaugural Airport Lounge Benchmark report, revealing which airport lounges most pleased air travellers in the US. Interestingly, the top-performing airport lounge is not operated by an airline.
Airport lounge satisfaction is measured across eight key dimensions: value of experience; staff; food and beverage; cleanliness/upkeep; amenities; ease of accessing lounges; ambience; and quality of WiFi service.
Responses were collected from 1,430 visitors to US airport lounges in the past year. The study was conducted between September 2025 and October 2025.
The three most passenger-pleasing airport lounges in the US
J.D. Power found that American Express Centurion Lounge ranks highest in customer satisfaction with a score of 782 out of 1,000. Capital One Lounge and Delta Sky Club rank second, tied with a score of 773.
Overall, passenger satisfaction with airport lounges is high, averaging 758. The margin between the best and worst-performing lounges is narrow, with the United Club at the bottom of the list earning a score of 705, which is about 90% as good as the American Express Centurion Lounge.
Even so, the firm finds that differences between lounges influence passenger behaviour.
Lounge access drives passenger bookings
The firm finds that lounge satisfaction drives travellers’ flight bookings, with 47% of airport lounge customers planning their routes based on whether they can access their preferred lounge. Additionally, 82% say lounge access will influence their choice of airline.
More than a third (34%) of customers access airport lounges through credit card perks, 21% through elite frequent flyer status, and 18% through a standalone membership.
The airport lounge features that passengers value most
Airport lounges are most popular for food and beverage (74%), rest and relaxation (62%), and an escape from the airport crowds (37%). Notably, 38% of lounge customers say high terminal food and beverage prices prompted them to visit the airport lounge.
Most (56%) guests spend between 31 and 60 minutes in an airport lounge, on average. Overall satisfaction for those guests averages 758. Satisfaction increases by 39 points to 797 when visitors spend 121 minutes or longer in a lounge.
Airports look to lounges for terminal design inspiration
Airports have recognised the importance of these restful spaces for airline passengers.
“Airport lounges have become so popular that many airports are now starting to mimic their designs and layouts in their public terminal areas,” said Michael Taylor, managing director of travel, hospitality and retail at J.D. Power. “Lounges are clearly resonating with travellers, as expanded access through credit card perks and other non-status-related offers has fueled demand, bringing with it the unfortunate side effect of increased crowding. This is driving the demand for additional lounge space within airport terminals.”
The J.D. Power Airport Lounge Benchmark report leaves both airports and airlines with much to consider. No doubt they will look more closely at the features of the top-performing lounges when designing future airport experiences, and also consider how airport amenities can better address these needs. Airlines will note that three of the top four performing lounges are operated by credit cards. With lounge experience driving passenger route choice, these spaces have become a more competitive asset, and the competition is tight.
Featured Image: Delta Air Lines
