A new study has revealed the growing frustration facing summer travellers using major Irish airports, with check-in delays, security queues, and confusing navigation topping the list of complaints.
The research conducted by data scientists at AI firm Adoreboard analysed over 17,000 online passenger reviews from 2020 to May 2025 to reveal the worst performers across Dublin, Shannon, Cork, Belfast International, and Belfast City Airports.
The Passenger Anger Index, measured on a scale of 0 to 100, reveals that Dublin Airport scored 45, placing it 5% above the average benchmark for passenger check-in anger compared to other airports. Belfast International fared worse for security experiences, topping the Anger Index in that category and also scoring 31% above average for complaints relating to cleanliness.
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Despite ongoing challenges highlighted by passengers, Dublin Airport has shown the most significant year-on-year improvement, gaining 9 points on the Trust Index — rising from a five-year average of -15 to -6.
In contrast, Shannon Airport stands out positively, with passengers reporting 26% higher trust in its check-in process and 35% greater trust in its security procedures compared to the benchmark.
Chris Johnston, Chief Executive of Adoreboard, the AI software firm behind the research, says that the combined trend across the last 5 years reflects over €300 million in airport investment announcements in the past year.
“These results paint a sobering picture of the challenges facing Irish aviation. When you see passenger trust scores plummeting at some of the busiest airports, it's not just numbers on a page, it’s the stories of a missed connection, a ruined holiday, or a business opportunity lost. For airports, delays in security or check-in don’t just risk short-term revenue by limiting shopping time; they harm the passenger experience. A smoother, more enjoyable journey builds trust, loyalty and future revenue.”
Airports that fared better include Cork and Shannon, generating the highest levels of passenger joy when it comes to duty-free shopping, with both scoring above the benchmark.
“A key finding of the study is an emotional experience gap between what the passenger expects and what the airport delivers,” said David Pinder, Design Director of Engine Service Design, an aviation CX expert who advises some of the world’s leading airports. “This isn’t merely about aesthetics – it’s about creating seamless journeys that align with passenger needs, drive commercial outcomes, and ultimately differentiate in a crowded marketplace.”
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The findings come as Dublin prepares to play host to a gathering of hundreds of airport industry representatives to discuss the Future of Travel Experience from 10-12th June at the RDS.
Passenger Trust Index – Rankings findings:
Total annual passengers across 5 airports is 48,867,540 based on figures available from Central Statistics Office (CSO) Ireland and UK Civil Aviation Authority (CAA) and the study provides a 95% confidence level based on a sample size of 17,551 review comments linked to each airport.
Data collected from Jan 2020 to May 2025 with a total of 17,551 reviews captured and analysed using Adoreboard platform that can quantify the emotional intent within any text review and provides a rating on an Index of -100 to +100.
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