Published on Thursday, August 31, 2017

UK's worst airports named and shamed




Luton has been named as the worst UK airport for the fifth year running after scoring the lowest ever marks in a Which? Travel magazine customer satisfaction survey.

In contrast, Doncaster Sheffield airport was named as the best, scoring 87% for customer satisfaction compared with Luton's 29%.

Which? Travel said passengers used words including 'chaos', 'crowded' and 'rip off' to describe Luton, which is in the midst of a £110 million project to expand its capacity by 50% by 2020.

"That can't have helped the appallingly low customer satisfaction score of 29%, but Luton has languished at the bottom of our survey for five years and building work is no excuse for the one-star rating or lack of sufficient seats, shops or toilets and the penny-pinching prices, such as £1 for plastic bags," said Which? in its damning report.

The customer scores for all airports, with the exception of Doncaster Sheffield and Southend, slipped year on year, and only four of the 31 airport terminals in the Which? survey scored more than two out of five stars for the prices in shops and food outlets.

Both Doncaster Sheffield and Southend scored five stars for customer service, but both are small airports with only limited services.

Of the larger airports, Birmingham and Heathrow Terminal 5 scored the highest with a 61% customer satisfaction rating. Heathrow T3 and T4 scored only 52% - the same as Gatwick's South Terminal - and T2 was slightly better at 57%. Gatwick's North Terminal scored 51%.

Manchester Airport's scores ranged from just 43% for T3 to 53% for T2.

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  • Off-topic comment

    @OliverKugler: One gets the impression that you are neither a very experienced user of this site nor a frequent traveller. Comments here are generally related to the story in question, and a lack of signage in Manchester seems to have little relevance to a story about Luton Airport's shortcomings. As for the need for signs, around 60 airlines fly from MAN and some from more than one terminal. In this day and age, it would be quite hazardous to put up roadsigns giving terminal information, as they would take a long time to read, possibly taking the driver's attention away from the road. My recommendation would be to read your airline ticket before leaving, as this will normally provide the information you need. If it doesn't, most airports have such information on their websites: www.manchesterairport.co.uk flight-information which-terminal

    By Peter Lewis, Friday, September 1, 2017

  • Quite right.

    Any airport which charges you just for driving on to the property and for dropping people off is one I am simply not going to use. The management clearly has not got the message - 5 years in a row. It's a disgrace and an embarrassment to the UK aviation industry.

    By John Standley, Thursday, August 31, 2017

  • Well said Keith

    LTN is run by a bunch of money-grabbing morons who could not organise the proverbial in a brewery. The future development is going to make it even worse for pax as the management can't see past their fat salaries.

    By Peter Mannell, Thursday, August 31, 2017

  • Just flew out of MAN, signage would help!

    I just flew out of Manchester a few weeks ago and I find it amazing that there is no signage prior to entering the airport complex as to which terminal your airline is located at. I had to drive in circles to each terminal until I found my airline - do you think you could post signs prior to entering the airport complex that would indicate which airlines are serviced out of which terminals?!

    By Oliver Kugler, Thursday, August 31, 2017

  • Well said Keith

    LTN is run by a bunch of money-grabbing morons who could not organise the proverbial in a brewery. The future development is going to make it even worse as the management cannot see past their fat salaries.

    By Peter Mannell, Thursday, August 31, 2017

  • Congrats Luton

    It's nice to see that LTN can come top in something and 5 years running too, what a result! it's good to see consistency!

    By Keith Standen, Thursday, August 31, 2017

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