It’s official: Philadelphia International Airport (PHL) has claimed the unwanted title of the worst major airport in the U.S. for passenger satisfaction, according to the latest J.D. Power survey. And it’s not even close. The study, which zeroes in on key traveler experiences like terminal facilities, security screening, and baggage claim, had PHL at the very bottom of the list. Why? Let’s just say it’s a cocktail of long lines, outdated terminals, and customer service that leaves a lot to be desired.
Travelers have spoken, and the message is clear: PHL needs work. Major gripes include hours-long security waits, tired, aging infrastructure, and a lack of seating in overcrowded terminals. Oh, and don’t get people started on baggage claim—if you’ve spent any time waiting for a suitcase there, you know it’s like watching paint dry. While other airports are leaning hard into modernization, it seems like PHL is still stuck playing catch-up.
Airport officials, of course, are on damage control. “We’re aware of the concerns raised by passengers and are actively working to address these issues,” a spokesperson said. Modernization projects are supposedly underway, from revamped terminals to smoother security checkpoints. But will these upgrades come fast enough to keep pace with high-flying competitors like Atlanta or Dallas-Fort Worth, both of which scored far better on the satisfaction scale?
For now, Philadelphia’s airport isn’t just lagging behind—it’s floundering. With air travelers demanding better experiences, PHL’s future surveys will hinge on whether they can actually deliver. One thing’s for sure: the bar has been set, and right now, it’s pretty low. Here’s hoping they’ve got some tricks up their sleeve because the competition isn’t waiting around.
