Washington Area Airports Score Low in Traveler Satisfaction Survey

Industry Pulse News Desk · 2026-09-18

All three major airports serving the Washington region landed near the bottom of a broad passenger satisfaction survey evaluating terminal facilities and services.

All three major commercial airports serving the Washington, D.C., metropolitan area received some of the lowest customer satisfaction scores in the nation, according to a newly released passenger survey evaluating airport operations across North America.

Washington Dulles International Airport, Ronald Reagan Washington National Airport, and Baltimore/Washington International Thurgood Marshall Airport each placed near the bottom of their respective airport size categories. The ratings reflect feedback collected from nearly 25,000 travelers who completed flights over the past year.

The comprehensive study evaluated passenger experience across six core performance areas, including terminal facilities, airport staff, food and beverage offerings, baggage claim, arrival and departure operations, and overall traveler trust. Respondents consistently scored the Washington-area hubs below average in terminal navigation and service convenience.

Dulles and Reagan National, both managed by the Metropolitan Washington Airports Authority, along with BWI, have faced increased passenger volumes and ongoing capital improvement projects. Travelers highlighted crowded gate areas, security line delays, and limited retail amenities as key sources of friction during their transit.

Regional aviation authorities continue to invest in multi-million-dollar infrastructure modernization plans aimed at expanding gate capacity and streamlining passenger processing. However, the survey results indicate that recent construction efforts and operational updates have not yet translated into higher customer satisfaction levels relative to competing domestic airports.