U.S. Airports Risk $695 Million Annually from Passenger Frustration, New Data Reveals
New research analyzing traveler sentiment at ATL, DEN, DFW, LAX, and ORD exposes how emotional experience gaps—especially at check-in and security—put airport revenue and loyalty at risk.
In this episode of The Big Picture, Editor-in-Chief Joe Petrie breaks down the findings from a groundbreaking Adoreboard study that used AI-driven emotion analysis to review over 20,000 passenger comments.
He explores how poor experiences at key friction points like check-in and security are costing America’s top airports hundreds of millions in lost retail revenue. Learn why trust is now the most critical KPI—and how airport leaders can respond with actionable, revenue-saving strategies.
Joe Petrie is the Editorial Director for the Endeavor Aviation Group.
Joe has spent the past 20 years writing about the most cutting-edge topics related to transportation and policy in a variety of sectors with an emphasis on transportation issues for the past 15 years.
