Denver International Airport sees security satisfaction rise after West Checkpoint opens as part of Great Hall Project

Denver International Airport’s (DEN) customer satisfaction scores have improved notably following the opening of the West Security Checkpoint in February 2024, according to the latest Airport Service Quality (ASQ) survey results.

Improved security screening boosts passenger satisfaction at Denver International Airport

The score for “ease of going through security screening” rose to 4.2 out of 5, a 13% increase, while the “waiting time: security screening” score climbed 19% to 4.18. The ASQ programme, led by Airports Council International (ACI), surveys nearly 400 airports globally to assess and enhance passenger satisfaction and service quality.

DEN’s CEO, Phil Washington, 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. 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.”

As of March 2025, DEN’s overall satisfaction score stands at 4.06. The ASQ survey assesses key aspects such as check-in, security, retail and dining, cleanliness, comfort, wayfinding, Wi-Fi, and the general atmosphere.

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