A new study conducted by travel company Upgraded Points has revealed
the United States airports that receive the most and least number of passenger complaints.
The study analyzed TSA
Contact Center Complaint data from 2015 to 2023 at 44 large U.S. airports.
According to Upgraded Points, complaints were normalized by
passenger volume for accurate comparisons across airports of varying sizes. The
study also identified the most common complaints, the airports with the highest
percentage of these complaints, and seasonal shifts in complaint trends. All
study data was derived from the TSA FOIA Electronic Reading Room.
"Security
checks are an unavoidable part of air travel, but the experience can vary
greatly depending on the airport," said Keri Stooksbury, editor-in-chief
at Upgraded Points. "And since navigating security can be such a
high-stress experience, we identified where passengers are most and least
satisfied with TSA, providing valuable insights for travelers."
Airports With the Most TSA Complaints Overall
- Newark Liberty International Airport (EWR) –
6.83 complaints per 100,000 passengers
- Palm Beach International Airport (PBI) – 5.78 complaints
per 100,000 passengers
- Orlando International Airport (MCO) – 5.6 complaints
per 100,000 passengers
- Southwest Florida International Airport (RSW) –
5.5 complaints per 100,000 passengers
- Cleveland Hopkins International Airport (CLE) –
5.38 complaints per 100,000 passengers
Top Complaints Received in 2023
- Newark Liberty International Airport: 12.84
complaints per 100,000 passengers
- Cleveland Hopkins International Airport: 10.35
complaints per 100,000 passengers
- Palm Beach International Airport: 8.98
complaints per 100,000 passengers
- Southwest Florida International Airport: 8.92
complaints per 100,000 passengers
- Washington Dulles International Airport (IAD):
8.91 complaints per 100,000 passengers
Top Airport Performers in 2023
- Charlotte Douglas International Airport: 3.47
complaints per 100,000 passengers
- Dallas Fort Worth International Airport: 4.22
complaints per 100,000 passengers
- Dallas Love Field (DAL): 4.3 complaints per
100,000 passengers
- Chicago Midway International Airport: 4.52
complaints per 100,000 passengers
- Harry Reid International Airport (LAS): 4.8
complaints per 100,000 passengers
Peak Complaint Months: The Holiday Rush
Navigating airport security can become increasingly
challenging during certain times of the year. The study revealed that travelers
encounter the most issues during the final months of the year, particularly
around the holiday season.
- December: 1,457 complaints per day
- October: 1,450 complaints per day
- November: 1,398 complaints per day
Earlier months of the year, primarily January and February reveal
a noticeable drop in complaints. With fewer travelers, these months tend to be
less stressful for those passing through airport security.
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