Overview of the 2024 UK Airport Ranking Survey
The 2024 UK Airport Ranking Survey, conducted by the consumer advocacy group Which?, has recently published its findings, highlighting significant disparities in passenger satisfaction across various airports in the United Kingdom. This extensive survey involved approximately 7,000 passengers who shared their experiences and rated their satisfaction across eleven key aspects of airport services, including seating, staff interaction, toilet facilities, shopping options, and the efficiency of check-in, bag drop, passport control, and security processes.
The methodology of the survey combines individual scores for each category to formulate an overall satisfaction index for each airport, which also factors in the likelihood of passengers recommending the airport to others.
Top Performing Airports
Smaller airports have consistently outperformed their larger counterparts in terms of customer satisfaction. Liverpool John Lennon Airport (LPL) leads the ranking with an impressive 81% overall satisfaction score. It is particularly commended for its friendly staff and efficient handling of baggage and security checks. Following closely are London City Airport (LCY) with 80% and Norwich Airport (NWI) with 78%. Both airports have received accolades for their streamlined processes and minimal queuing times.
Challenges at Larger Airports
Conversely, some of the UK’s largest airports have struggled to meet passenger expectations. Manchester Airport, particularly its Terminal Three, has been rated the lowest among them, with a mere 37% satisfaction score. Passengers expressed dissatisfaction primarily with the seating, staff responsiveness, and prolonged waits at security checkpoints. London-Luton and Belfast International also appear at the bottom of the list with scores of 47% and 44%, respectively, indicating significant areas for improvement in passenger handling and amenities.
Which? Commentary on Survey Results
Rory Boland, Editor of Which? Travel, emphasizes that while many larger airports are focusing on maximizing retail and lounge areas, this strategy does not align well with passenger needs, who prioritize basic comforts and efficiency over shopping options. Boland suggests that travelers consider choosing airports that are rated higher for a smoother start to their journeys.
Response from Manchester Airport
In response to their low ranking, Manchester Airport’s management strongly disagrees with the survey’s findings, citing their own data, which indicates that 97% of passengers pass through security in less than 15 minutes. They argue that Which?’s survey might not fully represent the passenger experience and that their ongoing efforts in the Manchester Airport Transformation Programme are set to significantly enhance the customer experience.