J.D. Power’s 2025 U.S. Airport Lounge Benchmark unveiled customer satisfaction with airport lounges in the United States. Customer satisfaction consists of eight core dimensions: value of experience, staff, food and beverages, cleanliness, ease of accessing an airport lounge, ambiance, and Wi-Fi.

Airport lounges have become an integral part of the airport experience for many passengers. Many customers now plan their flight route selections based on access to their preferred airport lounge. The majority said that their preferred airline choice was influenced by the lounge process.

Airport lounges influence the designs and layouts of airports. Food and beverage offerings are the top perk, followed by rest and a chance to escape from the crowds. Satisfaction increases the longer guests spend in the lounge, but most individuals don’t stay so long.

Credit card perks remain a notable perk. Credit cards help expand access to airport lounges, more than elite flyer status or standalone lounge membership. However, individuals getting access through perks aren’t as satisfied as those who access the lounge using other methods.

The aviation travel process can be bumpy and sometimes chaotic. Although this serves as one way that airlines and airports can keep travelers happy while making a good business decision. But it’s important to get the specifics right. Read on for the full study.

There’s something about an open bar and a warm buffet that makes all the common headaches of air travel easier to tolerate.

According to J.D. Power’s inaugural U.S. Airport Lounge Benchmark, released by SM, welcome respite has become such an important component of the air travel experience that 47% of airport lounge customers now plan their flight route selections based on access to their preferred airport lounge. 82% of said customers said their choice of airline is influenced by lounge access.

“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 travelers, 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.”

Key findings

Airport lounge access often influences travel plans. A customer’s access to a preferred airport lounge has become a major driver of airport and airline selection. 47% of lounge customers indicated they plan their flight routes based on lounge access, and 82% indicated they chose a specific airline based on lounge access.

Credit card perks can help expand airport lounge access. 34% of lounge customers use credit card perks to gain access, while just 21% are granted access due to elite frequent flyer status and 18% have a standalone lounge membership.

Food and beverages are massive perks. Food and beverages are the most popular services and amenities utilized in airport lounges at 74%, followed by relaxation at 62% and an escape from the airport crowds at 37%. Airports would consider watching the noteworthy trend that 38% of lounge customers said they visited the lounge due to the high cost of food and beverages in the terminal.

Satisfaction can prompt a longer airport lounge stay. 56% of lounge customers spend between 31 and 60 minutes, on average, in a lounge. Of those customers, overall satisfaction averages 758 on a 1,000-point scale. Overall satisfaction rises 39 points to 797 when guests spend 121 minutes or more in a lounge.

Top rankings

American Express Centurion Lounge ranked first place in customer satisfaction with a score of 782. Capital One Lounge and Delta Sky Club ranked second place, tied, with a score of 773 apiece.

The U.S. Airport Lounge Benchmark measures customer satisfaction with airport lounges in the U.S. across eight core dimensions. The study is based on responses from 1,430 travelers who visited a U.S. airport lounge in the past year. The study was conducted from September through October 2025.

In conclusion

There's more to airport lounge access than meets the eye. The average airport lounge offers a wide variety of benefits for all types of travelers. The precious perks of a comfortable environment away from the crowded gates, complimentary food and beverages, workstations with charging points, nap pods, and showers would attract all travelers.

For a fee, a traveler can access an airport lounge, whether through an airport lounge's day pass, a credit card with airport lounge access, or a traditional airport lounge membership. Flexibility gives travelers choices to choose from, a positive aspect in a hectic travel world.

The journey from point A to point B can be significantly improved with an amazing airport lounge experience before boarding a short-haul, medium-haul, or long-haul flight. Airport lounge access's benefits, whether short or long-term, outweigh the initial fees.