The economy may be in a tough place, but that isn’t stopping Orlando’s main hub for travel. The Orlando International Airport, the busiest airport in Florida and 11th busiest in the country, is providing excellent customer service to travelers, according to a new study, which in turn is accounting for an increase in travel to the Orlando area from overseas.

The airport was recently ranked No. 4 in the 2010 North America Airport Satisfaction Study conducted by J.D. Power and Associates. Released on Feb. 18, 2010, the study showed the airport scored a five out of five in accessibility, and scored a four out of five in the other five categories: check-in, security, terminal, food and retail services and baggage claim. Travelers gave Orlando International a five out of five in overall satisfaction.

“We were very pleased with being number four,” says Carolyn Fennell, the director of public affairs at the Greater Orlando Aviation Authority.

The company measures overall airport satisfaction in three different segments. Orlando International fit under the “large airport” segment, because the airport sees 30 million or more passengers per year, roughly about 92,000 per day. The airport has an economic impact of $20.7 billion per year and employs more than 16,600 residents while creating 62,100 direct and indirect jobs in the community.

Orlando International received 700 points in the study, only five points away from the Detroit Metropolitan Wayne County Airport, who ranked No. 1. In 2004, Orlando International was ranked No. 1 by J.D. Power and Associates, but dropped to No. 14 two years later, according to Fennell. She says their ranking dropped so low because of construction going on during that year.

In addition to a high ranking from J.D. Power and Associates, Orlando International has something else to celebrate: international travel increased nearly 11 percent in 2009, marking a record-breaking year for international travel.

Trips to Toronto, Canada; London, England; and Dublin, Ireland were among the most popular destinations for Orlando travelers, but Fennell believes that adding airlines to cities such as San Salvador, El Salvador; Bogota, Colombia; and Amsterdam in the Netherlands was the main reason that accounted for an increase in international travel. But this wasn’t the only cause of the increase.

“I think Orlando is seen as a value destination,” says Fennell. “It’s a popular destination because of the amenities that are here, in terms of entertainment, family fun, the value for a hotel and customer service.”

Another aspect that Fennell believes accounts for an increase in international travel is the current state of the U.S. economy, which in turn accounts for a decrease in domestic air travel. In 2009, Orlando International saw a decline of almost 7 percent from 2008 in domestic air travel.

“With the dollar being low, coming to Orlando is a value trip for people from other countries,” she says. “I think domestic travel is going to be based on travelers’ confidence in the economy because a lot of travel to this area is discretionary travel.”

Although Fennell says the airport doesn’t expect to implement any new protocols to boost up the percentage of domestic travelers, Orlando International is already seeing an increase in traffic.

“We were told not to expect to see a record-broken year in 2010, but we do expect to at least stay where we were in 2009 because of the current state of the economy.”

One thing that travelers can expect to see at Orlando International is a strive to become No. 1 in the next J.D. Power and Associates North America Airport Satisfaction Study, according to Fennell.

“We’re always trying to take additional steps to become the best,” she says. “Our priority at Orlando International Airport, in addition to security, is to provide a first and last impression for this region.”

Article by Nicole Lauber