Airport security lines remain a significant source of travel stress, even for frequent flyers. A recent study by Upgraded Points, a travel website specializing in credit cards and rewards, has shed light on which U.S. airports generate the most complaints about the Transportation Security Administration (TSA).
Newark Liberty International Airport Leads in Complaints
According to the study, Newark Liberty International Airport tops the list with the highest number of TSA complaints, averaging 6.83 complaints per 100,000 passengers. This figure is nearly double the national average of 3.92 complaints per 100,000 passengers. The study highlights Newark Liberty’s issues in managing passenger security concerns effectively.
Top 5 Airports with High Complaint Rates
The top 5 airports with the most TSA complaints are:
Palm Beach International Airport: 5.78 complaints per 100,000 passengers
Orlando International Airport: 5.6 complaints per 100,000 passengers
Southwest Florida International Airport: 5.5 complaints per 100,000 passengers
Cleveland Hopkins International Airport: 5.38 complaints per 100,000 passengers
These airports, like Newark Liberty, are noted for experiencing higher levels of passenger dissatisfaction regarding TSA procedures and services.
Airports with Fewer TSA Complaints
In contrast, Charlotte Douglas International Airport reported the fewest TSA complaints, with only 1.97 per 100,000 passengers. Other airports with lower complaint rates include:
Dallas-Fort Worth International Airport: 2.63 complaints per 100,000 passengers
Salt Lake City International Airport: 2.74 complaints per 100,000 passengers
Hartsfield-Jackson International Airport: 2.75 complaints per 100,000 passengers
Minneapolis-Saint Paul International Airport: 2.8 complaints per 100,000 passengers
Chicago-Midway International Airport: 2.8 complaints per 100,000 passengers
These airports are recognized for their more efficient and streamlined security processes, contributing to lower levels of passenger frustration.
Study Methodology and Findings
The study analyzed TSA Complaint Center data from 2015 to 2023, adjusting for passenger volume to ensure accurate comparisons between airports of varying sizes. Complaints were primarily related to TSA PreCheck issues, mishandling of passenger property, customer service, screening, and special handling.
Interestingly, the study found seasonal trends in TSA complaints, with spikes occurring in December, October, and November. Complaints significantly decreased in January and February, suggesting that travel volume and holiday seasons impact passenger experiences.
TSA PreCheck Program and Its Impact
These findings coincide with the TSA’s recent announcement that its PreCheck program has reached a record high of over 20 million members. The TSA PreCheck program offers travelers expedited screening, allowing them to keep their shoes, belts, and light jackets on, and to leave laptops and liquids in their bags. Despite these conveniences, the study indicates that TSA complaints persist, underscoring the ongoing challenges in the security screening process.
Conclusion
The Upgraded Points study provides valuable insights into airport security and TSA complaint trends, highlighting the differences in passenger experiences across U.S. airports. While some airports excel in providing a smooth security process, others continue to face challenges that contribute to higher complaint rates. Understanding these trends can aid travelers in planning their journeys and navigating potential pain points in airport security.