We’ve all been there. You’re on the Philly airport when the gate attendant makes the dreaded announcement — your flight is delayed. It’s a storm, or maybe a mechanical problem.
Regardless of the purpose, now you’ve received to spend who is aware of how lengthy exploring the halls of PHL to cross the time. However whether or not that wait looks like easy crusing or purgatory hinges in your expertise on the airport itself.
A latest survey from AirHelp, an organization that helps passengers safe compensation for flight delays, cancellations and journey disruptions, just lately ranked PHL because the third-worst airport in the USA based mostly on service high quality, on-time efficiency, claims processing, facilities, buyer satisfaction, and meals and procuring choices.
PHL ranked simply behind Fort Lauderdale-Hollywood (Fla.) Airport and Newark Liberty Airport, which have been named the second-worst and worst performers, respectively. In distinction, Salt Lake Metropolis Airport claimed the highest spot as one of the best general.
So, excuse us as we ask, what offers? Should you’ve been to Atlanta’s Hartsfield-Jackson or New Orleans’ Louis Armstrong airports, you already know that Philly isn’t that unhealthy.
The important thing factor within the rankings, apparently, was on-time efficiency. It was an enormous issue, making up 60% of the rating. PHL reportedly had a complete rating of seven.41 and an on-time efficiency score of seven.6, with 76% of on-time flights. As compared, Salt Lake Metropolis obtained an general rating of 8.29 with 83% of flights on time.
Whereas the general rating is lower than a degree distinction from what’s reported to be one of the best, AirHelp famous that “even a single level can point out that one airport is extra environment friendly and extra traveler-friendly than one other.”
“We take each rating that comes out critically,” mentioned Heather Redfern, the Philadelphia Worldwide Airport’s public affairs supervisor. Nonetheless, she was a bit at a loss on the way to alter a rating whose predominant issue, she mentioned, was outdoors of the airport’s management.
“They put 60% in on-time efficiency, and that’s not one thing that the airport is accountable for,” Redfern defined. “No person may also help the climate … we’re within the busiest air areas on the earth, not solely the nation. You’ve got flights from right here to Chicago, Denver, Dallas, and there’s climate there that would impression flights getting right here and getting again out once more.”
AirHelp’s Chief Authorized Officer, Eric Napoli, agreed, noting that there are lots of elements that can lead to a flight delay.
“Air journey is a posh ecosystem with plenty of totally different gamers,” he mentioned. “Air site visitors management will put sure restrictions on the variety of flights that are available in and exit.”
And the climate in 2025, Redfern famous, has been particularly unhealthy.
“Throughout the previous I’d say, three or 4 weeks, we’ve had a number of floor stops for flights headed to PHL due to thunderstorms,” she mentioned.
Passing the time at PHL
Flight delays might not be utterly in an airport’s management, however Napoli mentioned he hopes individuals will use the report to assist them plan future journeys.
“We consider within the significance of journey, and we all know how irritating journey could possibly be, so we additionally need individuals to grasp these are among the hardest airports to fly [in and out of],” he mentioned, including that understanding that there’s a excessive probability of delay will be useful.
“And as soon as you already know that you’ve this case – by means of Salt Lake Metropolis, I’m lined, however by means of Fort Lauderdale I’ll most likely have a delay as soon as – I can acknowledge the potential delay. I is usually a little bit extra relaxed, and I can plan round it,” he mentioned.
Tyler Donaghy, a software program engineer based mostly in Philadelphia, recounted his personal journey nightmare by means of PHL and what he preferred and disliked concerning the airport’s choices for stranded vacationers.
“One time, it had been snowing, after which I had a Frontier [Airlines] flight, which is horrible, and I needed to wait as a result of they only saved delaying it with the climate,” he mentioned. “So I used to be within the Philly airport for like 15 hours.”
Donaghy mentioned he was postpone by dear meals choices within the airport and described the general expertise as “positive.” Nevertheless, he’s enthusiastic about one just lately added amenity.
“The great half for me is that they just lately added this Chase Sapphire Lounge, and I’ve the cardboard, so that truly has been lots higher.”
The Chase Lounge is one among two new lounges within the airport. American Airways additionally just lately opened their new Flagship Lounge and Admirals Membership. Plus, the airport has opened a number of new eating places prior to now yr.
“Our concessions accomplice, Market PHL, has a brand new ‘discovered it in Philly’ theme that they’re doing with a whole lot of their restaurant additions,” Redfern defined. Within the final yr, they’ve opened:
- Sabrina’s in Terminal C
- Elixir Espresso within the B/C meals court docket space
- Oyster Home and Federal Donuts & Rooster, opened within the final two months
“So that actually offers passengers a style of Philadelphia, even when they’re simply connecting,” she mentioned, including that PHL is at all times attempting to enhance, particularly with an anticipated spike in air and foot site visitors for subsequent yr’s massive occasions, together with the 2026 FIFA World Cup, baseball’s All-Star Sport and the nation’s 250th anniversary.
“There’s at all times issues that we will work on and make higher,” she mentioned. “We take heed to issues. We have a look at the client suggestions we obtained by means of e mail and social media or simply speaking to individuals within the terminals.”
‘It’s not good, nevertheless it’s not that unhealthy’
Redfern hopes that the AirHelp survey received’t cease passengers from connecting by means of PHL.
“I believe if individuals actually simply make investments the time as an alternative of simply going off of a rating, they’ll see what we’re doing right here and that there’s lots happening,” she mentioned. ”They need to strive PHL, as an alternative of simply dismissing us with out even wanting into the airport.”
Mom-daughter vacationers Jenny Incitti and Ceci Taylor mentioned they have been happy with their PHL expertise when arriving to go to household. They traveled in from Denver.
“We noticed precisely the place we wanted to go to get our Uber to my nephew’s home,” Incitti mentioned. “And there have been good locations to eat within the airport.”
The pair stopped at an airport bar, and ordered beers and fries loaded with bacon and cheese.
“There was a ball machine by the luggage declare,” Taylor mentioned. “I cherished that.”
Definitely, the “Celestial Balldergarten” would possibly simply be one of the best leisure the Philly airport has to supply.
Kelly Carr, a Philly native who lives in Florida, flies about as soon as a month and recurrently visits household within the metropolis.
“I believe it’s positively outdated, though they’re attempting to improve it,” she mentioned of the airport. “They’ve received some new eating places. The B and C renovated these terminals, nevertheless it simply feels soiled lots, prefer it simply sort of has a dirty really feel to it.”
Carr mentioned that she was particularly dismayed by the bogs.
“You’ll be able to sort of inform how good an airport is from how they maintain their bogs, and it’s sort of gross from that standpoint,” she mentioned.
Redfern mentioned that the airport is presently working to replace the bogs at PHL.
“We’re in the midst of a multi-year restroom renovation program, and we simply completed Part 5 of that, so we’ve opened eight reconstructed restroom units – a males’s room, a ladies’s room and a companion care restroom,” she mentioned. “We began Part 6, and that’ll be 8 extra restrooms that may open up subsequent yr.”
Regardless that Carr had some robust phrases about PHL, finally she didn’t suppose it ought to rank so low, particularly in comparison with AirHelp’s second-worst rated airport.
“Fort Lauderdale. That’s the worst airport on the earth,” she mentioned. “I’ve been in worse than Philly. Poor Philly. It’s not that unhealthy. I’d say it’s not good, nevertheless it’s not that unhealthy.”
Listed below are the survey’s greatest and worst lists, with their AirHelp rating:
10 Finest
- Salt Lake Metropolis Airport – 8.29
- Los Angeles Airport – 8.09
- Minneapolis-St. Paul Airport – 8.07
- Atlanta Hartsfield-Jackson Airport – 7.97
- Portland Airport – 7.96
- Nashville Airport – 7.93
- Chicago Halfway Airport – 7.93
- Austin Bergstrom Airport – 7.9
- Houston William P. Pastime Airport – 7.9
- Honolulu Daniel Okay Inouye Airport – 7.89
10 Worst
- Newark Liberty Airport – 7.25
- Fort Lauderdale Hollywood Airport – 7.38
- Philadelphia Airport – 7.41
- Detroit Metro Airport – 7.59
- Ronald Reagan Washington Nationwide Airport – 7.59
- Dallas Fort Value Airport – 7.62
- New York La Guardia Airport – 7.63
- Tampa Airport – 7.65
- Boston Logan Airport – 7.66
- Chicago O’Hare Airport – 7.68
For the total report, go to: https://www.airhelp.com/en/airhelp-score/