Traveling through Philadelphia International Airport (PHL) can be a frustrating experience, especially when faced with delays.
Recent data from AirHelp, a company specialized in aiding travelers with compensation for flight disruptions, has ranked PHL as the third-worst airport in the United States.
This evaluation is based on several factors, including service quality, on-time performance, and customer satisfaction.
Fort Lauderdale-Hollywood Airport and Newark Liberty Airport claimed the second and worst spots, respectively, while Salt Lake City Airport was recognized as the best overall airport.
The specific issue contributing to PHL’s low ranking is its on-time performance, which accounts for a significant 60% of the overall score.
With a total score of 7.41 and an on-time flight ratio of 76%, PHL’s performance is notably overshadowed by Salt Lake City’s score of 8.29 and an 83% on-time flight rate.
Officials from PHL are expressing their concern and bewilderment regarding these rankings, particularly since the on-time performance metrics are heavily influenced by external factors outside the airport’s control.
Heather Redfern, the airport’s public affairs manager, explained that weather conditions play a crucial role in determining flight schedules.
“No one can help the weather; we’re in one of the busiest air spaces not just in the country, but the world,” Redfern stated, accentuating the interconnectedness of air traffic that often leads to delays.
Similarly, Eric Napoli, AirHelp’s Chief Legal Officer, underscored the various influences on air travel operations, including air traffic control restrictions, which can directly impact the flow of flights.
Looking ahead, Redfern noted the challenging weather faced during 2025, mentioning several instances of ground stops due to thunderstorms, which have compounded the airport’s on-time figures.
While delays may not entirely reflect the quality of an airport, Napoli suggests that potential travelers can use such reports to make informed decisions for future trips.
Understanding the likelihood of delays can transform the travel experience from frustration to manageable anticipation.
Tyler Donaghy, a local software engineer, shared his own daunting experience at PHL involving long waits due to inclement weather and repeated delays from an airline.
“One time, it had been snowing, and then I had a Frontier flight, which is terrible, and I had to wait because they just kept delaying it with the weather. So I was in the Philly airport for like 15 hours,” he recalled.
Despite the difficulties, he found some solace in the recently opened Chase Sapphire Lounge, a new amenity in PHL that enhanced his airport experience.
In an effort to improve passenger satisfaction, the airport has been introducing several new dining options.
Redfern highlighted a selection of restaurants with a “found it in Philly” theme, meant to provide travelers with a local flavor even during layovers.
New eateries include Sabrina’s in Terminal C, Elixir Coffee in the B/C food court area, and more, with recent openings such as Oyster House and Federal Donuts & Chicken.
PHL is also preparing for an anticipated increase in passenger traffic, thanks to significant events such as the 2026 FIFA World Cup and America’s 250th anniversary.
Redfern emphasized the airport’s commitment to continual improvement.
“There’s always things that we can work on and make better. We listen to customer feedback we receive through email and social media or just by talking to people in the terminals,” she said.
Despite the negative feedback from AirHelp’s survey, some travelers maintain positive opinions about PHL.
Jenny Incitti and Ceci Taylor, a mother-daughter duo traveling from Denver, were satisfied with their airport experience, noting the clarity of directions to their Uber pickup and the availability of decent food options.
They enjoyed refreshments at an airport bar, highlighting the accessible amenities during their visit.
“There was a ball machine by the baggage claim. I loved that,” said Taylor, praising the airport’s entertainment offerings.
Conversely, Kelly Carr, who flies monthly to visit family in Philadelphia, voiced concerns about the airport’s overall cleanliness and functionality.
She remarked that while renovations are underway, the restrooms in particular needed significant improvement.
“You can kind of tell how nice an airport is from how they keep their bathrooms, and it’s kind of gross from that standpoint,” Carr said.
In response to these complaints, Redfern outlined ongoing efforts within a multi-year restroom renovation program.
With recent phases completed, PHL is preparing to unveil eight more remodeled restrooms in the next year as part of its overall improvement strategy.
Despite Carr’s criticisms, she still believes that PHL does not deserve to be ranked as poorly as AirHelp suggests, especially when comparing it to other airports.
“Fort Lauderdale. That is the worst airport in the world,” she asserted.
In summary, while the AirHelp survey reflects PHL’s struggle with delays and customer satisfaction, many travelers maintain that the airport’s amenities and accessibility make it a relatively decent option for air travel.
As passengers consider their travel options in light of the report, they may find a balance between managing expectations and appreciating the improvements underway at Philadelphia International Airport.
image source from：billypenn
