NORFOLK, Va. (WAVY) — Norfolk International Airport has been rated as one of the world’s best domestic airports, and is the top U.S. airport in the category.
Norfolk’s airport underwent a two-day onsite audit by London-based Skytrax in February and was one of more than 575 airports rated. Skytrax is known as a global benchmark for airport standards, and it awarded Norfolk International Airport a 4-star regional airport rating. It’s one of 14 North American airports, and one of just six in the United States, to receive the 4-star ranking.
“We were extremely pleased to receive a certified 4-star rating for the third consecutive year,” said Mark Perryman, Norfolk Airport Authority president and CEO in a statement. “It validates what we already knew to be our strengths but also provides us a roadmap for improvement from an internationally recognized third party.”
And as part of their annual airport customer satisfaction survey, Skytrax ranked Norfolk International Airport as rated the No. 4 airport in the world among the world’s best domestic airports, and the top-ranked U.S. airport in the category, topping airports such as Dallas’ Love Field, Chicago’s Midway Airport and Kansas City International Airport.
Norfolk’s airport was also acknowledged as the only U.S. airport among the global top 10 best airports handling fewer than five million passengers, ranking sixth overall in this category, with more than 4.8 million travelers using Norfolk International Airport in 2024. It is up to 45 destinations in 41 cities.
This comes amid a nearly $1 billion capital improvement program that’s underway. The airport is also pushing to add international flights.
Skytrax applies 1-star to 5-star ratings for up to 800 customer-facing areas of airport product and service. They include areas such as airport website, wayfinding, terminal design and
décor, maintenance and cleanliness, passenger flows and efficiencies, and features such as
seating, restrooms, family facilities, accessible travel, leisure and entertainment, Wi-Fi, shopping,
and dining.
The report noted that Norfolk International’s customer satisfaction levels in most areas are at or above the 4-star rating level, and included 5-star ratings when it comes to the following:
- Waiting times
- Staff language skills
- Signage language choices
- Availability of toilets
The airport said it is addressing “improvement opportunities,” saying when finished, the airport “is well-positioned to achieve the highest 5-star airport rating.” It received 3-star ratings in individual categories such as public transport options, screening guide signage, terminal maps, baggage carts, children’s play area, vending machines and food and beverage: cleanliness. It received just one 2-star rating in WiFi: free time allowance, and there was no rating given for PA language translations and choice of luxury brands in shopping facilities.
Skytrax said the following about Norfolk International Airport:
“Norfolk International Airport delivers a good regional airport customer experience which is underpinned by efficient movement and processing systems for departure and arrival. Passengers will find the most appealing seating areas in the central area of the landside departure building which in addition to an excellent choice, the space is nicely enhanced with local artworks and landscaping. There is a good commercial offer for an airport of this size, and this includes a variety of local, national, and international brands. Staff are generally friendly at all guest touchpoints.”