CLEVELAND, Ohio — Cleveland Hopkins International Airport is the second-worst airport of its size in North America, according to a traveler satisfaction survey conducted by marketing firm J.D. Power.

Only Kahului Airport in Hawaii scored worse among medium-sized airports, with 4.5 million to 9.9 million passengers a year.

Airports are scored on a 1,000-point scale, assessing traveler satisfaction across seven categories: airport accessibility, check-in/baggage check, security, food/beverage/retail, terminal facilities, baggage claim and immigration/customs.

Cleveland’s score was 755, down from 769 a year ago and below the national average of 762.

The best medium-sized airport was Indianapolis, with a score of 833.

Officials at Cleveland Hopkins did not immediately respond to a request for comment about the survey results.

The best “mega” airport, with 33 million or more passengers, was Detroit; the worst was Newark. The best large airport, with between 10 million and 32.9 million passengers, was Portland, Oregon; the worst was New York LaGuardia.

Cleveland Hopkins welcomed 9.64 million passengers in 2018, making it among the larger medium-sized airports in the survey. City officials expect more than 10 million passengers to travel through Hopkins in 2019.

This is the 14th year for J.D. Power’s North America Airport Satisfaction Study. Overall, satisfaction with North American airports remained unchanged from a year ago, largely due to major construction projects at numerous big-city airports, including Los Angeles, Boston, Chicago and Atlanta.

“While these projects are absolutely necessary to address surging demand, they are currently causing passenger delays and confusion,” Michael Taylor, travel intelligence lead at J.D. Power, said in a press release. “This translates into a rushed passenger experience and less money spent on food, beverage and retail — and it’s slowing the progress of the airport satisfaction we’ve seen in the past several years.”

Cleveland’s poor ranking comes in contrast to recent improving marks from the Airports Council International, an industry trade group. Hopkins was named the “most improved” airport in North America in 2017, and results continued to increase in 2018.

ACI surveys are conducted at the airport and ask travelers about security, “finding your way,” check-in, airport facilities, airport environment and overall satisfaction.

J.D. Power surveys are conducted online, and include responses from 32,276 U.S. or Canadian residents who traveled through at least one U.S. or Canadian airport during the past three months. The study was conducted from October 2018 through September 2019.

Best and worst airports in North America

Mega (33 million or more passengers)

Best

Detroit

Minneapolis-St. Paul

Las Vegas McCarran

Worst

Chicago O’Hare

Los Angeles

Newark

Large (10 million to 32.9 million passengers)

Best

Portland

Dallas Love

Tampa

Worst

Reagan Washington

Honolulu

New York LaGuardia

Medium (4.5 million to 9.9 million)

Best

Indianapolis

Jacksonville

Buffalo Niagara

Worst

Hartford Bradley

Cleveland Hopkins

Kahului

For the complete list: jdpower.com/business/press-releases/2019-north-america-airport-satisfaction-study