ABTA tells airports how to spend their money
Speedier check-in and security are still very much the priority for British air passengers, according to ABTA research.
As airports, including Heathrow and Gatwick, announce plans for higher landing fees and charges, ABTA said its research shows where the airport operators should be spending their money.
More than half (52%) of the 2,000 consumers questioned said speeding up check-in would significantly improve their journey through the airport while 48% said speeding up security would do the same.
Bottom of the list were improvements to the quality and variety of retail outlets and Wi-Fi facilities (see full list below).
ABTA CEO Mark Tanzer said: "This research confirms that for many passengers, the airport experience is the first part of their holiday or trip abroad and they don’t want to spend it in a queue.
"Improvements to check-in and security times would allow them to plan their journeys better, shorten door-to-door journey times and help avoid a stressful last-minute rush through the airport.
"As airports are reviewing their landing charges and fees, they must ensure that these can be justified and that they invest in areas that will deliver benefits that passengers will value. It’s clear from this research that British passengers value efficiency, convenience and good service and want to see their airports deliver this."
According to the research, the factors that would most improve passengers’ journeys through the airport are:
Speed of check in process 52%
Speed of security process 48%
Quality of communication of flight changes or delays 40%
Quality and comfort of lounges (e.g. departure/gate lounges) 35%
Friendliness of airport staff 33%
Quality and variety of Food/Catering offering 29%
Quality/availability of public transport access to the airport 29%
Quality of airport parking facilities 27%
Facilities available for families/children 25%
Access to Wi-Fi facilities 20%
Quality and variety of retail offering 19%
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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