By Steve Neavling
Travelers report that airport security can be more stressful at some locations than others, with Newark Liberty International Airport in New Jersey receiving the highest number of complaints.
According to a study by Upgraded Points, Newark topped the list for dissatisfaction with TSA checkpoints, based on complaints filed between 2015 and 2023.
The Texas-based travel company’s report, released on August 12, analyzed data from TSA Contact Center Complaints at the nation’s 44 largest airports. The complaints were adjusted for passenger volume to allow for accurate comparisons between airports of different sizes.
“Security checks are an unavoidable part of air travel, but the experience can vary greatly depending on the airport,” Keri Stooksbury, editor-in-chief at Upgraded Points, said in a statement. “And since navigating security can be such a high-stress experience, we identified where passengers are most and least satisfied with TSA.”
Here are the top five rankings for 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
The average among the nation’s 44 largest airports was 3.92 complaints per 100,000 passengers.
One of the most frequent complaints among travelers involved problems with expedited screening programs, such as TSA PreCheck, mishandling of passenger belongings, and unsatisfactory customer service.
At San Francisco International Airport, 59.7% of the TSA-related complaints centered on issues with expedited passenger screening, according to the data.
On the other hand, grievances related to lost and found items and civil rights violations were among the least reported.
