31 Aug 2017

Luton Airport Voted UK’s Worst in Consumer Survey

Luton Airport

For the fifth year running, Luton Airport has been voted Britain’s worst airport in a Which consumer survey. The airport was awarded only one star out of five in half the survey categories, with a total overall satisfaction score of 29%. It was described as “chaos”, “crowded” and “a rip-off”.

At the other end of the spectrum was Doncaster Sheffield Airport, with an overall score of 87% and five stars for customer service. The airport was described as “relaxed” and “quiet”.

Luton, in the ‘large UK airports’ category with over 10m passengers a year, scored low in categories for range of shops and food outlets, toilets and staff.

A Luton airport spokesman has blamed the low score on current refurbishment works, but the airport has scored lowest in the UK for the last 5 years, so it is unlikely that the refurbishment works are entirely to blame for the appalling score.

The airport spokesman said: “We’re disappointed in these results as they don’t accurately reflect the experience of the majority of our passengers.”

The spokesman said the poll took place during the most intensive phase of the airport’s redevelopment.

“Of the 1.7 million people who responded to our ongoing customer service tracking, during the first six months of 2017, 75% told us they were happy with their experience, a 5% improvement on the same period last year,” he said.

“Since then we have made significant improvements to the airport’s infrastructure, added new shops and restaurants and passenger services such as free wi-fi.

“We appreciate the patience of our passengers as we develop the airport, which will result in a better experience for everyone.”

Doncaster Sheffield Airport chief executive, Steve Gill, said he was “simply thrilled” to have been voted top in the poll.

“Getting five stars for our staff is a great recognition of our team, their dedication… delivering a top customer experience is one of our main values and to have it confirmed in this way is very heartening,” he added.

The top five UK airports according to Which?

  1. Doncaster Sheffield (87%)
  2. London Southend (84%)
  3. Norwich (75%)
  4. Southampton (75%)
  5. Exeter (71%)

The five worst UK airports according to Which?

  1. London Luton (29%)
  2. London Stansted (38%)
  3. Manchester Terminal 3 (43%)
  4. Aberdeen (44%)
  5. Manchester Terminal 1 (50%)



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