# DC's Three Major Airports Rank Among Worst in Customer Satisfaction Dulles, Reagan National, and BWI score poorly in JD Power's traveler survey. - **Source:** [Inc.com](https://brifing.si/source/07cb1004-a796-47d7-9801-fc5c7388471d) - **Published:** 2026-09-18 - **Topic:** [Business](https://brifing.si/c/business) - **Original article:** - **On Brifing:** https://brifing.si/s/ccbe78fb-c90c-4844-8664-8b8f22d8d004 ## Bottom-tier rankings Washington Dulles International (IAD), Ronald Reagan Washington National (DCA), and Baltimore/Washington International (BWI) all ranked in the bottom third of JD Power's 2023 North America Airport Satisfaction Study. The survey evaluated airports across six factors: terminal facilities, arrival/departure experience, baggage claim, security check, food/beverage/retail, and check-in/baggage check. None of the DC-area airports cracked the top 50% in overall satisfaction scores. ## Survey methodology JD Power collected evaluations from nearly 25,000 North American travelers who passed through at least one airport between August 2022 and July 2023. Participants rated their experiences on a 1,000-point scale across multiple service dimensions. The study covered airports of all sizes, segmenting them by passenger volume to enable fair comparisons among peer facilities. ## Regional performance gap While the DC airports scored poorly, other East Coast hubs like Tampa International and John Wayne Airport in California ranked among the top performers. This suggests operational challenges specific to the capital region's aviation infrastructure rather than systemic issues across all US airports. The contrast highlights potential areas for targeted improvement at the DC facilities. ## Terminal facilities drag scores All three airports received particularly low marks for terminal conditions, including cleanliness, seating availability, and restroom maintenance. Travelers also reported frustration with wayfinding signage and charging station availability. These facility-related issues accounted for a significant portion of the overall satisfaction gap versus higher-ranked airports. ## Security checkpoint pain points The survey identified security screening as another weak area for the DC airports, with travelers noting long wait times and inconsistent TSA staffing levels. While BWI recently expanded its security capacity, the improvements haven't yet translated into better satisfaction scores. Reagan National's constrained physical layout poses particular challenges for efficient security operations. ## Food and retail shortcomings Dining and shopping options at all three airports failed to meet traveler expectations in both variety and value. Respondents noted limited local flavor representation and higher-than-average pricing compared to other airports. The concession mix appears outdated relative to passenger demographics and contemporary travel preferences. ## Operational context The DC airports face unique challenges as major gateways serving government, business, and leisure travelers. Dulles and Reagan National operate under slot constraints and airspace restrictions due to their proximity to the capital. BWI's position as a budget airline hub creates different passenger volume patterns than traditional network carrier airports. ## Reputation and recovery Persistently low satisfaction scores risk damaging the airports' competitive positioning as other regions invest in terminal upgrades. With business travel still below pre-pandemic levels, improving the customer experience could help DC-area airports regain market share. The survey results provide clear benchmarks for prioritizing capital improvement projects. ## Sources covering this story - https://www.inc.com/sarah-bregel/all-3-of-washington-d-c-s-major-airports-ranked-among-the-worst-in-a-new-survey/91407793 — --- _Summary written by Brifing from the original reporting. Copyright in the original article belongs to its publisher; read the full piece at the link above._