A recent survey conducted by consumer group Which? has revealed the UK’s best and worst airports based on passenger experiences over the past year. Exeter Airport emerged as the leader with an impressive customer satisfaction score of 80%, while Manchester Airport’s Terminal 3 was named the worst-performing terminal for the fourth consecutive year, scoring just 43%.
Manchester’s Terminal 3 received particularly low marks for long security queues, limited seating, and high prices in shops and food outlets. One passenger lamented, “It’s impossible to get a drink or something to eat, but much worse than that – there is nowhere to sit.” Manchester’s other terminals also struggled; Terminal 1 ranked as the second-worst, with multiple complaints about cleanliness, while Terminal 2 placed fourth from bottom but at least earned praise for helpful staff and good facilities before long-haul flights.
Liverpool John Lennon Airport closely followed Exeter with a satisfaction score of 78%, lauded for its efficient processes and friendly staff. However, it’s worth noting Exeter serves only about 500,000 passengers annually compared to millions at larger airports like Manchester and Heathrow.
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Among London airports, Luton performed poorly with a 51% satisfaction rating, criticised for high prices and a confusing layout. Gatwick’s North and South Terminals scored 57% and 55% respectively, facing complaints over pricing and seating arrangements. Heathrow’s results were mixed: Terminal 5 scored a respectable 59%, whereas Terminal 3 lagged at 54%.
Across many sites, passengers expressed frustration with the cost of airport shops and restaurants, with over half giving these just one star. Rory Boland, editor of Which? Travel, emphasised the impact of airport experiences on travel enjoyment: “It’s worth considering not just your airline but also your airport – it could make all the difference to your holiday start.”
Airport officials responded to the findings by highlighting ongoing investments and contesting the representativeness of the survey data. Manchester Airport’s managing director pointed to significant improvements and investments in terminals, while Heathrow and Gatwick emphasised operational advancements amid concerns about sample sizes.
The Which? survey gathered feedback from nearly 6,000 passengers, evaluating airports on 10 key areas including customer service, baggage wait times, security queues, seating, and retail and dining options.
Customer satisfaction scores for selected UK airports:
- Exeter – 80%
- Liverpool John Lennon – 78%
- London City – 76%
- Bournemouth – 73%
- Newcastle – 72%
- Norwich – 72%
- Inverness – 70%
- Cardiff – 68%
- Southampton – 68%
- Belfast City (George Best) – 67%
Manchester Terminal 3’s persistently low rating highlights ongoing challenges at one of the nation’s busiest hubs, while smaller airports like Exeter deliver a more pleasant and efficient travel experience for their passengers.