According to a recent study by Upgraded Points, an analysis of TSA Contact Center Complaint Data from 2015 to 2023 has highlighted the U.S. airports with the highest and lowest passenger complaints.
“While security checks are an integral part of air travel, the experiences of travelers can differ significantly from one airport to another,” commented Keri Stooksbury, editor-in-chief at Upgraded Points. “Given that security navigation can be a source of considerable stress, we aimed to pinpoint the airports where passengers feel most and least satisfied with TSA, providing crucial insights for travelers.”
Methodology of the Study
To identify the airports that generated the most and least complaints, Upgraded Points examined TSA complaint data categorized from 2015 to 2023 across 44 major U.S. airports. To ensure fair comparisons among airports of varying sizes, the complaints were normalized by passenger volume. The study also highlighted the most frequent complaints, pinpointed the airports with the highest proportion of these issues, and tracked seasonal variations in complaint patterns. All data used in this research stemmed from the TSA FOIA Electronic Reading Room.
High-Stress Locations: Airports With the Most TSA Complaints
- 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
Leading Complaints from 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
Best Performers: Airports With the Fewest TSA Complaints
- Charlotte Douglas International Airport (CLT) – 1.97 complaints per 100,000 passengers
- Dallas Fort Worth International Airport (DFW) – 2.63 complaints per 100,000 passengers
- Salt Lake City International Airport (SLC) – 2.74 complaints per 100,000 passengers
- Hartsfield-Jackson Atlanta International Airport (ATL) – 2.75 complaints per 100,000 passengers
- Chicago Midway International Airport (MDW) – 2.8 complaints per 100,000 passengers
Top Performing Airports 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 Busy Holiday Season
Navigating through airport security can prove to be particularly difficult during certain times of the year. The study indicates that the most complaints are filed in the last months of the year, especially during the holiday period.
- December: 1,457 complaints per day
- October: 1,450 complaints per day
- November: 1,398 complaints per day
Conversely, the early months of the year—particularly January and February—show a significant decline in complaints. Due to a lower volume of travelers, these months typically offer a more relaxed experience for passengers going through airport security.
To explore detailed data for each airport, investigate the most frequently filed complaints, and view informative graphics, visit the full study online.
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