Passengers to be quizzed on airport experience
A poll of passengers using the UK’s busiest airports is to be conducted in an effort to improve the service provided.
Views will be taken from hundreds of passengers flying from Heathrow, Gatwick, Stansted and Manchester airports.
The Civil Aviation Authority has commissioned the survey in response to a government request for advice on improving the air passenger experience at major UK airports.
Passengers will be asked for their experience of the services provided by airlines and airports throughout their journey, from buying an air ticket, to travelling through the airport, to their in-flight experience.
The survey will cover a range of passengers including those travelling on economy and business class tickets, on long haul and short haul flights, and for business and leisure purposes.
The move follows Competition Commission proposals to break up BAA, owner of seven UK airports including Heathrow, Gawick and Stansted.
The CAA has commissioned ORC International, an independent market research company, to carry out the survey.
The authority is also consulting airlines and airports on how they are working to deliver a good service for passengers.
The CAA expects to submit its recommendations early in the new year.
Group director of consumer protection Richard Jackson said: “We are keen to ensure that all key stages of the air passenger experience are covered in the survey including those stages that are the responsibility of the airline, those where responsibility lies with the airport operator and other stages where service delivery is dependent on airlines and airports working closely together.
“The results of a survey of hundreds of passengers travelling through the UK’s largest airports will help ensure that the CAA can identify those stages of the journey that are working well and those where passengers stand to benefit most from improvement.
“I encourage all those who are approached at airports to tell us about their travel experience.â€
by Phil Davies
Phil Davies
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