DIA travelers happier with security screening since new checkpoint opened, airport says
DENVER (KDVR) — Customer satisfaction for security screening at Denver International Airport has improved since the opening of the airport's West Security Checkpoint in February 2024, the airport revealed Thursday.
DIA said its score for 'ease going through security screening' improved by 13% to 4.2 out of 5, since the opening of the new checkpoint, while its 'waiting time: security screening' score rose 19% to a 4.18 out of 5.
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The data was collected from the DIA's Airport Service Quality quarterly service results. The survey measures passenger satisfaction across a number of airport experiences, DIA said.
'The ASQ data shows that DEN's Great Hall Project is already improving the overall experience of our airport. Once the East Checkpoint opens in August, we fully expect that passengers will find the process of going through security to be even easier,' DIA CEO Phil Washington said in a statement.
The DIA's overall satisfaction score is 4.06 out of 5, as of March 2025, the airport said. The survey for overall satisfaction includes the experience of arriving at the airport, the check-in process, the security screening, border/passport control, the shopping and dining experience, cleanliness and comfort of gate areas, wayfinding, Wi-Fi, bathroom cleanliness and overall airport atmosphere.
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Washington said he expects the satisfaction score to increase further once the airport is finished with the final phase of its Great Hall construction program, which involves a full build-out of the Jeppesen Terminal.
'By 2027, when Great Hall construction will be complete, the experience of going through security, meeting loved ones, and enjoying the Jeppeson Terminal's art, dining, and retail options will be transformative,' Washington said.
Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
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