Ruth Haines
Boston's Logan Airport has been ranked among the worst airports in the US, with criticisms ranging from rude staff to poor infrastructure. In 2023, it was ranked as the 9th worst airport in the country, with a high percentage of delayed and cancelled flights. The airport has also been criticised for its outdated facilities, with reports of dirty bathrooms and congested walkways. However, some travellers have shared positive experiences, citing convenient access to public transportation and generally efficient security and baggage claim processes.
| Characteristics | Values |
|---|---|
| Delayed flights | 23.33% of flights delayed in 2022 |
| Cancelled flights | 3.94% of flights cancelled in 2022 |
| Lost and damaged luggage | Ranked 6th worst in 2023 |
| Customer satisfaction | Ranked 17th out of 20 in 2022 |
| Cleanliness | Poor |
| Staff behaviour | Rude and insensitive |
| Traffic jams | Common |
| Signage | Poor |
| Amenities | Outdated |
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What You'll Learn
High percentage of delayed and cancelled flights
Logan Airport in Boston has been ranked as one of the worst airports in the United States in several studies and surveys. In 2022, it was ranked as the 9th worst airport in the country, with 23.33% of flights delayed and 3.94% of flights cancelled. This high percentage of delayed and cancelled flights is a significant factor contributing to the negative perception of Logan Airport.
Several factors can contribute to flight delays and cancellations at Logan Airport. One of the main reasons is the weather. Boston experiences cold winters and is susceptible to snowstorms and harsh weather conditions, which can disrupt flight operations and cause delays or cancellations. Additionally, airport equipment malfunctions and government shutdowns can also lead to flight disruptions.
The airport's location and infrastructure also play a role in the high percentage of delayed and cancelled flights. Logan Airport is wedged between the Grand Central Parkway, Flushing Bay, and Rikers Island, which creates space constraints and contributes to congestion. The airport's facilities are also dated and were designed for fewer passengers than it currently serves, leading to overcrowding and longer processing times.
The impact of delayed and cancelled flights extends beyond inconvenience and dissatisfaction. It can have significant economic implications, affecting business operations and tourism. Additionally, it can cause travellers stress, especially those with connecting flights or tight schedules. Delays and cancellations can also lead to increased costs for passengers, including accommodation and rebooking fees.
To address the high percentage of delayed and cancelled flights, improvements to airport infrastructure and facilities are necessary. The airport has received federal funding for improvements, with $50 million allocated for Terminal E enhancements and $12 million for fixing arrival roadways for terminals A and E, and the roadway connecting terminals C and E. These investments aim to improve the passenger experience and reduce delays caused by infrastructure shortcomings.
While external factors such as weather conditions may be beyond the airport's control, improving ground handling operations and investing in modern equipment can help minimise delays caused by equipment malfunctions. Efficient and effective ground handling involves timely baggage handling, quick aircraft turnaround, and seamless passenger processing, all of which contribute to on-time flight operations.
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Poor customer satisfaction
Logan Airport in Boston has been ranked as one of the worst airports in the US in terms of customer satisfaction. In 2022, it was ranked as the 9th worst airport in the country, with 23.33% of flights delayed and 3.94% of flights cancelled. It has also been ranked among the worst airports in America by The Boston Globe, which cited its decrepitude, congestion, and inconvenience.
One of the main issues affecting customer satisfaction at Logan Airport is the problem of delayed and cancelled flights. In addition, the airport has been criticised for its outdated and dirty facilities, with passengers complaining about dirty bathrooms, worn-out infrastructure, and a lack of proper signage. The airport's location also contributes to traffic jams and access problems, making it difficult for passengers to get to and from the airport.
Poor customer service has also been a factor in low customer satisfaction at Logan Airport. Some passengers have reported rude and insensitive behaviour from security staff and other employees, with one passenger recounting an argument between an employee and a customer in the baggage drop-off area. Language barriers have also been an issue, with some staff members being accused of expecting all passengers to speak fluent English.
The process of checking in and claiming baggage has also been cited as a source of dissatisfaction, with long lines and delays in getting checked bags. In addition, the airport has been criticised for its limited and slow food and beverage options, with passengers complaining about the lack of decent food choices and long wait times at restaurants.
Overall, while some passengers have shared positive experiences at Logan Airport, particularly regarding the ease of navigating the airport and the efficiency of security and baggage claim, the airport has been widely criticised for its poor customer satisfaction. Delays, cancellations, dirty and outdated facilities, rude staff, and limited food options have contributed to a negative experience for many passengers.
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Lost and damaged luggage
Logan Airport in Boston has been ranked among the ten worst airports for lost and damaged luggage. According to a Forbes Advisor report, the airport tied with Southwest Florida International Airport for the ninth-highest number of property damage claims between 2013 and 2022. The report also listed American Airlines as the worst airline for mishandled luggage, with JetBlue—Logan's largest carrier—ranking fifth on that list.
While the exact reasons for Logan Airport's poor performance in luggage handling are not clear, several readers have shared their experiences of long waits at the baggage claim, with some reporting delays of up to 45 minutes. These delays could be due to various factors, including airline operations, baggage handling processes, or logistical issues at the airport.
To address lost and damaged luggage issues, Logan Airport has a Lost and Found Program operated by Massport's Aviation Customer Service Department. The Lost and Found Office is located on the Arrivals level between Terminals C and E, and there is no fee associated with submitting a claim. For items lost at checkpoints, passengers can contact the TSA by submitting an online report. Items lost within U.S. Customs and Border Protection can be reported by contacting CBP directly.
To minimise the impact of lost or damaged luggage, passengers can take preventive measures such as packing wisely, avoiding short layovers, carrying essential items in their hand luggage, and purchasing travel insurance that includes luggage coverage. These steps can help reduce the stress and inconvenience caused by luggage irregularities.
While Logan Airport works to improve its luggage handling processes, passengers can take proactive steps to protect their belongings and minimise the impact of any delays or damage to their luggage. By following the advice of experienced travellers and utilising the airport's lost and found resources, travellers can enhance their overall airport experience.
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Rude and insensitive staff
Logan Airport in Boston has been ranked among the worst airports in America. While some travellers have reported positive experiences, many have complained about rude and insensitive staff, in addition to other issues.
One passenger reported that an employee was rude and started an argument with someone standing in line. When the passenger asked for help with the kiosks and bag drop, the employee walked away. The passenger also reported that the staff interrupted them to attend to another customer.
Another traveller reported rude and insensitive security staff. The passenger had forgotten to remove a handkerchief from their pocket and apologised, but the security officer yelled at them to keep it out. The passenger felt that the staff should have been kinder and more understanding, especially considering that not all travellers speak fluent English.
In addition to rude staff, Logan Airport has been criticised for its dirty facilities, long lines, delayed baggage claim, and outdated infrastructure. It has also been ranked among the worst airports for lost and damaged luggage.
Despite these issues, some travellers have found Logan Airport to be accessible and efficient, with relatively fast security and baggage claim processes. However, the airport's ranking as one of the worst "mega airports" in customer satisfaction surveys suggests that improvements are needed to enhance the overall traveller experience.
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Poor facilities and cleanliness
Logan Airport has been ranked as one of the worst airports in the US in several studies. While some travellers have reported positive experiences, others have highlighted issues with the airport's facilities and cleanliness.
Several passengers have complained about the state of the bathrooms, with one traveller describing them as "disgusting" and another claiming that the women's toilets were "filthy". In addition to the issues with bathroom cleanliness, travellers have also reported problems with the airport's infrastructure. One passenger noted that everything in the airport looked "battered and worn", as if it had not been upgraded in a long time. The airport has also been described as \"outdated\" and \"ugly\", with \"depressing\" walkways and poor air conditioning.
The cleanliness and maintenance of the airport facilities play a crucial role in shaping passengers' first impressions. Unfortunately, some travellers arriving at Logan Airport have been greeted by dirty bathrooms, blocked toilets, and overall uncleanliness. This can create a negative image of the airport and the city it represents.
In addition to cleanliness concerns, travellers have also reported issues with the availability and quality of food options. One passenger mentioned having to rush for their flight due to slow service at a Dunkin' Donuts outlet. Another traveller recounted an experience of food poisoning after consuming a chicken salad wrap from the airport, which resulted in them becoming violently ill during their trip. Such incidents can understandably deter passengers from wanting to eat at the airport again.
To address these issues, federal infrastructure investments have been made, with $62 million allocated for improvements at Logan Airport. Out of this amount, $50 million is dedicated to enhancing Terminal E, which has been the subject of numerous complaints. These improvements aim to upgrade the facilities, enhance cleanliness, and improve the overall traveller experience at Logan Airport.
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Frequently asked questions
Logan Airport has been ranked as one of the worst airports in the US in several studies. Factors such as congestion, inconvenience, poor sanitation, rude staff, and unpredictable experiences have been cited as reasons for the low ranking.
In 2022, Logan Airport had 23.33% of flights delayed and 3.94% of flights cancelled, ranking it as the 9th worst airport in the US for that year.
Logan Airport is accessible by multiple forms of public transportation. However, it has been criticised for its terrible traffic jams and unlit signage, making it difficult for travellers to navigate.
Logan Airport has been ranked among the 10 worst airports for lost and damaged luggage. Delays in checked baggage claim have also been reported, with passengers experiencing long waits for their bags.
