Forbes Study Reveals “Angriest” Airports in the US Based on Twitter Sentiment
A recent study by Forbes analyzed more than 37,000 tweets about the 60 busiest airports in the United States to determine the “worst” airports based on passenger experience. Instead of simply looking at flight delays and cancellations, the study took into account negative tweets about TSA security, staff behavior, lost luggage, delayed and canceled flights, lines, traffic, parking, and more.
Although it is not an exact science, the study’s findings can give an insight into which airports are the most headache-inducing for travelers. Here are the airports with the most negative sentiments from passengers:
Newark Liberty International Airport (EWR)
According to the Forbes study, Newark Liberty International Airport (EWR) received the most negative sentiment from passengers, who frequently complained about long lines and rude staff. Newark airport serves the New York metropolitan area and is one of the busiest airports in the United States.
LaGuardia Airport (LGA)
LaGuardia Airport (LGA) in New York City ranked second on the list of angriest airports, with passengers expressing frustration about the airport’s aging infrastructure and inconvenient layout.
Los Angeles International Airport (LAX)
Los Angeles International Airport (LAX) came in at number three, with complaints about TSA security screenings and long lines being the most common grievances among passengers.
Miami International Airport (MIA)
Miami International Airport (MIA) ranked fourth on the list, with passengers frequently tweeting negative feedback about long lines, slow TSA security screening, and rude staff.
Chicago O’Hare International Airport (ORD)
Chicago O’Hare International Airport (ORD) rounded out the top five, with passengers expressing frustration about flight delays, lost luggage, and long lines.
FAQ
1. Can Twitter sentiment provide an accurate picture of passenger experience at an airport?
No, it is important to note that negative sentiment on Twitter may not reflect the overall passenger experience. Passengers with negative experiences are more likely to voice their concerns on social media, while satisfied travelers do not typically share their experiences online.
2. What were the most common grievances among passengers in the Forbes study?
The most common grievances among passengers were long lines, slow TSA security screenings, flight delays and cancellations, lost luggage, rude staff, and inconvenient parking and transportation.
3. How can airports improve passenger experience?
Some ways that airports can improve passenger experience include offering more efficient TSA security screenings, improving baggage handling processes, providing clear and concise communication during flight delays and cancellations, and implementing measures to increase staff politeness and customer service.
4. What other factors should be considered when evaluating airport experience?
Other factors to consider when evaluating airport experience include airport cleanliness, retail and dining options, accessibility, and convenience of transportation to and from the airport.
5. Is passenger experience at an airport important for airlines?
Yes, passenger experience at airports can directly impact customer satisfaction with airlines. A negative airport experience can result in a dissatisfied customer, even if the flight itself is satisfactory. As a result, airlines have a vested interest in ensuring that their passengers have a positive airport experience from start to finish.
