Charlotte Airport

✅ Trip Verified |   This is a large airport that is undergoing runway expansion which is very visible on takeoff and landing. For a mid-morning flight, the C concourse was very but not very crowded. Seating at the gates can be a premium; however, we had no difficulty finding seating. The connecting hall has all kinds of restaurants both fast food and sit down. Airport WiFi is easy to connect and fast. The bathrooms are impeccable. There is an attendant on duty who is constantly cleaning the bathrooms after every use. The attendant greets passengers saying welcome to the cleanest bathrooms in CLT. Kudos to Airport management.

Not Verified | The airport was a horrible experience. They are under construction so many areas are filthy. There is staff just lying around taking up space that should be used by waiting passengers. I had to tolerate employees making unnecessary noise while sitting around playing pokemon go. Others were arguing over their schedule's. Language used was very disrespectful.

✅ Trip Verified | This airport is a mess and your chances of having a positive experience is 20% gauging from social media posts. The worst TSA I’ve ever experienced, poor infrastructure and non-existent staff/volunteers to assist. J.D. Powers rates CLT as sub-average. In short, stay away if possible from this airport. First, the positive. My experience is with Sun County and Delta 3 times post-Covid. Customer Service Agents were friendly and helpful, both at check in and the gate. Sad to say it goes downhill really fast from there. I have had the good fortune to travel to many airports around the world. From the U.S., Asia, India, the South Pacific, Europe and many more. CLT provides the worst customer experience I have ever encountered. If you arrive or depart by a vehicle you will discover poor signage, woefully inadequate road infrastructure with numerous pinch points where you find yourself in the wrong lane. There has been construction at the terminal for sometime now. Again, signage is either inadequate or non-existent. Absent were any staff or volunteers to assist travelers directing them to where they needed to go. It’s clear from this first impression that governing body doesn’t prioritize a high quality customer experience. It’s NOT the construction, it’s a management, employee/staff problem. And then it gets even worse. You encounter the most rude, unprofessional, demeaning TSA and law enforcement employees I have ever come across. This assessment comes after 3 trips in/out of CLT recently. So, they just didn’t have a one-off bad day. This is a culture that’s reinforced through the hiring and training process. They need a top to bottom firing of personnel and start over. It’s an embarrassment for the fine people of Charlotte and passengers who use this airport regularly. You deserve way better. Once inside the terminal signage is at best marginal. Baggage claim is horrible. I’m not sure if airlines sub-contract this but regardless it’s terrible. Arriving mid-day recently we waited for 1hour after brakes set and chocks in on the plane before the bags started coming into the carousel! And then, god help you trying to find car rental check in. Poor signage and again zero staff or volunteers to guide you to where you want to go. We personally encountered people just like us wandering around to find it. Once we got to the car rental desk employees were helpful, friendly and accommodating. This airport is a broken mess and the overall airport culture, especially the TSA, don’t care and seem to relish in rude, demeaning and unprofessional behavior. I see on social media that construction is blamed on poor customer satisfaction. Almost EVERY airport has construction! Absent here are adequate road infrastructure, signage, staff/ volunteer assistance that has proven successful in many airports. To top it off sub-standard TSA and law enforcement personnel. Avoid until they get this embarrassing mess fixed.

Not Verified | Horrible airport. Never again. We had a 2-hour layover. We were on a flight from Europe and we just wanted to catch the next flight to get home. Passport control had two people working for TSA Pre-Check and mobile passport. We stood in line for an hour (give or take). When we finally were next to be called, they allowed another couple in ahead of us. No idea why. When we approached the CBP officer, he was incredibly rude to my husband. He's a permanent resident and instead of instructing him on how to use the machine to get his fingerprints taken, he berated him for not knowing what he was doing. Ok, the man is overworked and under paid, I get it. Up next, we arrived at the luggage carousels where no flights were listed on the boards. Finally, an announcement was made, but barely heard, as to which carousel had our luggage. There were suitcases everywhere and a dog was barking, left in the middle of the floor in an unattended crate. We managed to get 3 of 4 of our checked bags when the carousel stopped. It took maybe another 20 minutes to get someone there to fix the issue. Finally, with our luggage all together, we shoved all 4 suitcases under a rope with little to no hope that they'd arrive at our final destination. We darn near sprinted to security. My husband made it through with no problem and he proceeded to get through TSA. While I waited for security to clear me, a sudden problem with my last name sprang up. Charlotte was our 5th airport and all of a sudden, my maiden name comes up out of nowhere. I haven't used that last name in more than 20 years. It wasn't entered when we booked our flights, it's not on the boarding pass and that last name is no where in my passport. I had to go back to the ticket counter and wait behind 30 people (no complaints against the people working at that counter) to get my name corrected. I was furious! At this point, I was sure that I was going to miss the flight home but the woman at the counter informed me that they hadn't even started boarding yet. I went back to security, cleared that, went through TSA and had an expected issue with my diabetic medication, met up with my husband and we ran to the gate. But we didn't need to. After multiple gate changes and flight delays (the flight was over an hour late) and no place to sit, we finally boarded the last flight of our trip.... angry, exhausted and drenched in sweat. Never again. That airport needs to do better.

✅ Trip Verified |   This is the most unpleasant experience I have ever had at an airport. Charlotte was our connection to and from Rome. Going was not so bad except the normal gate gate changed and crowds. But returning was unorganized and disturbing. We spent more than an hour in line for Customs clearance; then more than another hour line to get through security. We had to re-check our luggage in between flight's. We are TSA PreCheck, which did not help. Why were we required to go through Security again for a connection. Luckily, our flight was delayed because otherwise, we were close to the time for boarding. The employees we observed were loud and rude!

Not Verified | This is a terrible airport! Disorganized, constant delays, rude employees, the food from the chains is disgusting and of course overpriced. The only positive, the bathrooms are usually clean. It amazes me that places like this are allowed to operate.

✅ Trip Verified | Lots of good food and shops. Amazing love piano playing, and fun Wicked Weed food court. However the reason I’m writing is because this place is filthy! I don’t want to touch a surface! I know they’re under construction but that doesn’t account for counters and corners and floors that obviously haven’t been scrubbed in a long time. Gross! Embarrassing! The survey asks if I would recommend this airport, and my reply is mixed. First off, airport choice is pretty arbitrary as it just depends on where you’re going, and also some aspects are great. The cleanliness however is terrible.

✅ Trip Verified | In spite of being a large facility, Charlotte was very crowded. Finding a place to sit at our gate was impossible. The restaurants are far apart from one another so if you need something near your gate, your choices are limited. The bathrooms are messy, with broken soap dispensers and stall latches. But really, crowd management between gates needs to be better.

Not Verified | The gate agents and customer service agents from American Airlines are pretty much the rudest and most unprofessional staff I have ever met. They have no manners and are extremely rude to people throughout the airport. This airport also I don't think has ever had a flight take off on time, so it's extremely inconvenient to be connecting through here, I will try my best to never come through here again, as well as never fly with American Airlines. Waste of my time and money.

Not Verified | Ripped up carpet, lots of it, American renew and redo replacement of bathrooms and kiosks. Crowded noisy. Worst was the absolutely filthy carpet not being ripped up, all around gates. I seriously wondered how they manage to clean it at all ... and how diseases could be spread. Wouldn't it be better to have no carpet and mop overnight?