The turbulence at Cleveland Hopkins International Airport hits before you even board the plane. But at least our pain over long lines, parking hassles and more has finally been recognized. J.D. Power ranked the airport last out of 33 medium-sized airports in customer satisfaction. Former ticket agent and flight attendant Angie McClure, who co-owns Canary Travel agency in Cleveland, has been through dozens of airports throughout the world and says Hopkins is one of the worst. Based on trends in the J.D. Power survey, her own experiences and those of her clients, McClure gives us insight into how Hopkins can improve.
Line up ↠As of last fall, only 1.5 million U.S. travelers have signed up for TSA PreCheck, an expedited security check-in process. But at Hopkins, it occupies the terminal's central B checkpoint, creating long lines at the other two. McClure suggests moving it to one of the peripheral terminals. "If you are going on Southwest or Delta, which is B terminal, you have to go to the C checkpoint and then make your way back," she says.
Signs in ↠With the airport currently under construction to improve the ticketing and baggage claim areas, signage has been a major frustration for travelers. It must be improved, McClure says. "There's not clear signage that says, 'This way to B and A gates' or 'This way to C gates,' " she says. "We have so many clients who miss flights because they don't know where to go."
Tummy trouble ↠McClure frequently travels in the evening, and after long flights, a candy bar or cup of coffee won't cut it when it comes to real hunger. But at Hopkins, many of the food options close before the last departures or arrivals. "Dunkin' Donuts is the only thing open 24 hours," she says. "That's not the case at other airports. Have one [substantial] option open late."
