Dear Dulles International Airport,

As frequent flyers and passengers, we urge you to prioritize passenger comfort and satisfaction by providing better services at your airport. There is poor service available for elderly, disabled, pregnant women and women well as baggage. Service personnel handle 3-4 passengers at a time and demand high tips. They are unkind, rude and disrespectful. We understand that  with many moving parts, but we believe that there is always room for improvement.

According to a recent survey conducted by J.D. Power, Dulles International Airport ranked below average in overall customer satisfaction among large airports in North America. This is unacceptable for an airport that serves millions of passengers each year.

One area where improvements can be made is in the availability of amenities and services. Passengers have reported long wait times for food and beverage options, limited seating areas, and inadequate restroom facilities. By investing in more amenities such as charging stations, comfortable seating areas, and additional food options, you can greatly improve the passenger experience. 

There are also limited customs and immigration counters open after each flight and this have resulted in passengers, especially with special needs, waiting for minimum 2.5 hours to get to a counter. There are no counters for US citizens or Green Card holders which would make the situation much easier. 

Another area where improvements can be made is in communication with passengers during flight delays or cancellations. Many passengers have reported feeling frustrated with the lack of information provided during these situations. By improving communication channels through announcements or digital displays throughout the airport, you can greatly reduce passenger stress levels.

We understand that making these changes may require significant investments on your part; however, we believe that they will ultimately lead to increased passenger satisfaction and loyalty towards Dulles International Airport.

Therefore, we urge you to take action towards improving the overall passenger experience at your airport by investing in better amenities and services as well as improving communication channels during flight disruptions.

Thank you for considering our request.

Sincerely,

Passengers of Dulles International Airport