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London Luton Airport (LTN) was ranked as the worst UK airport for the third year in a row. A survey conducted by Which? in April and May asked 11,265 passengers to rate their satisfaction while traveling through UK airports within the past year. The participants were asked about everything from the wait times to the cleanliness of toilets.
Luton Airport received a low customer service satisfaction score of 35% — Which? attributed this score to the airport’s “disastrous customer service, queues at passport control and poor facilities.” The airport disagreed with the Which? survey outcome. Nick Barton, the airport’s CEO, expressed in a statement that the survey only polled 521 people about LTN, while over one million passengers in the first half of 2018 responded to LTN’s own survey, and 70% said they were happy with their experience.
Barton went on to explain that the airport has been working to improve passengers’ experiences. The airport recently opened 30 new shops and restaurants and added nearly 1,000 new seats throughout the terminal and doubled the size of the security checkpoint.
The Which? survey ranked Doncaster Sheffield Airport (DSA) as the best UK airport for the second year in a row. The airport received a customer satisfaction score of 87%, and the survey claimed passengers “praised the airport’s short queues, facilities and speedy baggage reclaim process.”
Heathrow Airport (LHR) came in with a satisfaction score of 63%. The survey explained that passenger experiences at LHR depended on which terminal they used; T3 was rated the worst overall and passengers were not happy with immigration queues and the limited range of shops and restaurants.
The survey’s travel editor, Rory Boland, concluded that passengers should pick a smaller airport, if they have the option, in order to make their trip as smooth as possible .
Featured image by Barcroft / Getty Images.
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