This Airport Ranked as the Worst in the UK for the Third Year in a Row
This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.
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.
Welcome to The Points Guy!
WELCOME OFFER: 80,000 Points
TPG'S BONUS VALUATION*: $1,600
CARD HIGHLIGHTS: 3X points on dining and 2x points on travel, points transferrable to over a dozen travel partners
*Bonus value is an estimated value calculated by TPG and not the card issuer. View our latest valuations here.
- Earn 80,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,000 when you redeem through Chase Ultimate Rewards®.
- Enjoy benefits such as a $50 annual Ultimate Rewards Hotel Credit, 5x on travel purchased through Chase Ultimate Rewards®, 3x on dining and 2x on all other travel purchases, plus more.
- Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards®. For example, 80,000 points are worth $1,000 toward travel.
- With Pay Yourself Back℠, your points are worth 25% more during the current offer when you redeem them for statement credits against existing purchases in select, rotating categories
- Count on Trip Cancellation/Interruption Insurance, Auto Rental Collision Damage Waiver, Lost Luggage Insurance and more.