Logan International Airport (BOS)

Common Complaints

• Cleanliness of Restrooms and Terminals: A significant recurring complaint is the cleanliness of bathrooms, with some travelers describing them as "filthy" or in need of serious cleaning. Some areas of the airport also appear battered, worn, or unkept.
• Inconsistent Security and Immigration Experience: While some praise quick security, others report long and frustrating waits, with inefficient processes and unhelpful or rude staff. International arrivals can experience hours-long waits for immigration and customs, especially if not using services like Mobile Passport or Global Entry. Harvard University even advised international students to reconsider arriving at BOS due to heightened scrutiny and delays by U.S. Customs and Border Protection (CBP), particularly for those from politically sensitive regions.
• Lack of Clear Signage and Wayfinding: Some travelers, particularly those making connections between terminals or navigating customs, found signage to be insufficient or confusing, leading to long and difficult walks.
• Terminal Connectivity and Layout: There are complaints that Terminal A is not connected to other terminals post-security, and passengers transferring between international and domestic flights often have to re-check bags and go through security again, which can be an "awful" experience. While a post-security connector for Terminals A and B is in the works, it's not yet completed.
• Overnight Stays and Airport Staff: Some travelers reported being "kicked out" of airside terminals during late hours and not being allowed to sleep overnight, citing the airport is not 24/7 for overnight stays and forcing passengers to re-clear security early in the morning for connecting flights. Staff were sometimes described as uninterested or unhelpful.

Overall, Boston Logan International Airport has seen improvements in traveler satisfaction and infrastructure, with its modern terminals and extensive flight network being key strengths. However, inconsistencies in cleanliness, clarity of signage, and efficiency of security and immigration processes, particularly for international travelers and those with layovers, remain areas for improvement. While its ranking in satisfaction studies is rising, individual experiences can still be highly variable.