Upgraded Points’ latest study analyzes TSA Contact Center Complaint data from 2015 to 2023, revealing U.S. airports that receive the most and least complaints from passengers.
“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.”
Study Methodology
To determine the airports with the most and least complaints, Upgraded Points analyzed TSA complaint data by category from 2015 to 2023 at 44 large U.S. airports. 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 data for the study came from the TSA FOIA Electronic Reading Room.
High Stress Zones: 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
Smooth Flying: Airports With the Fewest TSA Complaints Overall
- 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 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
Meanwhile, the early months of the year, mainly January and February, show a noticeable drop in complaints. With fewer travelers, these months tend to be less stressful for those passing through airport security.
Dive deeper into the full data for each airport, discover which complaints are filed the most often, and view helpful graphics by visiting the full study online.
