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Travelers have been venting their frustrations on Twitter, and it seems that John Wayne Airport in Orange County, CA, is receiving the brunt of the criticism. According to an analysis of more than 37,000 tweets directed at the busiest airports in the U.S., John Wayne Airport has the highest percentage of angry tweets among them. Forbes Advisor examined the sentiment of each tweet using machine learning and discovered that approximately 65% of the tweets aimed at John Wayne Airport were characterized as “angry.”
Words such as “noise,” “staff,” “TSA,” “complaints,” and “delayed” were commonly used by disgruntled travelers in their tweets about the airport. In comparison, neighboring airports like Los Angeles International Airport (LAX) and Hollywood Burbank Airport (BUR) received lower percentages of angry tweets, with 55% and 54% respectively.
It's worth noting, however, that the results of John Wayne Airport's own passenger survey paint a different picture. The survey, conducted in 2022, showed a high overall approval rating, with 73% of passengers awarding the airport a perfect score of 5 out of 5. This sentiment was echoed by independent research, with The Wall Street Journal ranking John Wayne Airport as the ninth-best midsize airport in the country and J.D. Power recognizing it as the second-best large airport in terms of customer satisfaction.
While John Wayne Airport may be subject to criticism on Twitter, it performs well in some key areas. The airport ranks 10th for reliability in terms of on-time arrivals and departures, according to The Wall Street Journal. However, it falls behind in terms of wait times at TSA and passport control checkpoints, ranking 29th out of 39 U.S. airports in a study by luggage storage service Bounce.
Airport officials were not available for comment on the Forbes Advisor findings. However, travelers like Jeremy Hyatt, a frequent flyer at John Wayne Airport, offer some insights into the frustrations expressed on Twitter. Challenges such as long rental car and TSA lines, unexpected taxes and fees, limited take-off and landing times, and extended luggage wait times can contribute to a less enjoyable travel experience.
Despite the criticisms, John Wayne Airport continues to serve more than 11 million passengers annually and maintains its commitment to delivering safe and convenient air travel. The airport remains dedicated to enhancing the guest experience and ensuring the highest level of customer satisfaction.
In conclusion, while Twitter may showcase negative sentiments, the overall traveler experience at John Wayne Airport remains positive. With its ongoing efforts to address concerns and provide a seamless travel experience, the airport aims to create a more enjoyable journey for all passengers.