It’s easy to get frustrated at the airport, especially considering the frequently long lines at check-in and security, as well as dealing with plane delays and cancellations.
There’s frustrated, however, and then there’s mad. And then there’s just angry enough to complain about an airport on social media.
So, which airports received the most complaints on social media?
Looking at Twitter activity from March 2022 to March 2023, Forbes Advisor analyzed more than 37,000 tweets directed at the 60 busiest airports in the U.S. to determine which ones angered passengers the most. The researchers then used a machine-learning tool to focus on Twitter activity tabbed as “angry” tweets, according to Forbes.
Here are the top 10 angriest airports, or at least the top 10 airports with the angriest passengers, according to Forbes Advisor.
1. John Wayne Airport, Orange County, California
Percent Of Tweets Directed At The Airport Deemed Angry: 65 percent
The most frequently used words in those complaints were “Noise,” “Staff, “TSA,” “Complaints,” and “Delayed.”
2. Jacksonville International Airport, Jacksonville, Florida
Percent Of Tweets Directed At The Airport Deemed Angry: 60 percent
The most frequently used words in those complaints were “Line,” “TSA,” “Garage,” “Delays,” and “Employees.”
3. Eppley Airfield, Omaha, Nebraska
Percent Of Tweets Directed At The Airport Deemed Angry: 59
The most frequently used words in those complaints were “Delays,” “Weather,” “Cold,” “Police,” and “Issues.”
4. Tampa International Airport, Tampa, Florida
Percent Of Tweets Directed At The Airport Deemed Angry: 57
The most frequently used words in those complaints were “Bags,” “Delayed,” “Luggage,” “Security,” and “Canceled.”
5. San Antonio International Airport, San Antonio, Texas
Percent Of Tweets Directed At The Airport Deemed Angry: 57
The most frequently used words in those complaints were “TSA,” “Weapon,” “Officers,” “Firearm,” and “Broken.”
6. Hartsfield–Jackson Atlanta International Airport, Atlanta, Georgia
Percent Of Tweets Directed At The Airport Deemed Angry: 56
The most frequently used words in those complaints were “Delays,” “Traffic,” “Line,” “Security,” and “Parking.”
7. San Diego International Airport, San Diego, California
Percent Of Tweets Directed At The Airport Deemed Angry: 56
The most frequently used words in those complaints were “Waiting,” “Security,” “Line,” “Rental,” and “Canceled.”
8. Nashville International Airport, Nashville, Tennessee
Percent Of Tweets Directed At The Airport Deemed Angry: 56
The most frequently used words in those complaints were “Traffic,” “Police,” “Waiting,” “Passengers,” and “Security.”
9. Phoenix Sky Harbor International Airport, Phoenix, Arizona
Percent Of Tweets Directed At The Airport Deemed Angry: 56
The most frequently used words in those complaints were “Rental,” “Line,” “Waiting,” “Bags,” and “Delayed.”
10. Norman Y. Mineta San José International Airport, San Jose, California
Percent Of Tweets Directed At The Airport Deemed Angry: 56
The most frequently used words in those complaints were “Help,” “Security,” “International,” “Waiting,” and “Parking.”
Putting The Findings In Perspective
While John Wayne Airport had the highest number of disgruntled passengers, by tweet, it’s important to note that the airport was ranked second among large airports in terms of overall passenger satisfaction according to J.D. Power’s 2022 North America Airport Satisfaction Study.
That survey measured overall traveler satisfaction with mega, large, and medium North American airports by examining six factors. In order of importance, those factors are terminal facilities; airport arrival/departure; baggage claim; security check; check-in/baggage check; and food, beverage, and retail.
Meanwhile, the results of John Wayne Airport’s own passenger satisfaction survey show a high overall airport approval rating. Indeed, 73 percent of the passengers who were surveyed in 2022 awarded the airport an overall score of 5/5, according to John Wayne Airport.
It’s also worth noting that while Tampa International Airport ranked fourth in terms of angry passengers, it ranked highest in overall passenger satisfaction among airports of its size in the J.D. Power survey.
Equally interesting is that Jacksonville International Airport was ranked second in Forbes’ research in terms of angry passengers. However, the airport was also ranked third in J.D. Power’s 2022 North America Airport Satisfaction Study for medium-sized airports.
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