By Steve Neavling
Travelers report that airport security can be more stressful in some places than others, with the most complaints coming from Newark Liberty International Airport in New Jersey.
According to a study by Upgraded Points, Newark ranks first on the list of 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 complaints to TSA contact centers 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 checkpoints are an inevitable part of air travel, but the experience can vary greatly by airport,” said Keri Stooksbury, editor in chief of Upgraded Points, in a statement. “And because security checkpoints can be such a stressful experience, we found out where passengers are most and least satisfied with the TSA.”
Here is the top 5 ranking of 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 for the country’s 44 largest airports was 3.92 complaints per 100,000 passengers.
The most common complaints from travelers included problems with expedited screening programs such as TSA PreCheck, improper handling of passengers’ belongings, and unsatisfactory customer service.
At San Francisco International Airport, 59.7 percent of TSA-related complaints were about problems with expedited passenger screening, according to the data.
Complaints about lost and found items and civil rights violations were the least reported.
