Millions of British travellers have spoken, casting their verdict on the nation's airports in a major new survey that reveals a dramatic divide in passenger satisfaction. The comprehensive study by consumer champion Which? uncovers the UK's aviation champions and its most chaotic hubs.
The Top Tier: Britain's Best Airports
Soaring to the top of the rankings, smaller airports have proven that size isn't everything when it comes to passenger experience. Doncaster Sheffield Airport (now known as Sheffield City Airport) was crowned the nation's best, achieving an impressive customer score of 85%.
Top performers include:
- Doncaster Sheffield: 85% customer score
- Liverpool John Lennon: 77%
- Southampton: 75%
- Bournemouth: 75%
- Newcastle: 72%
These regional hubs were praised for their manageable sizes, shorter security queues, and overall less stressful environment compared to their larger counterparts.
The Struggle at the Bottom: Luton's Landing
At the opposite end of the spectrum, London Luton Airport faced harsh criticism from travellers, receiving the lowest customer score of just 44%. Passengers reported significant issues with security wait times, overcrowding, and overall terminal facilities.
Lowest ranked airports:
- London Luton: 44% customer score
- Manchester Terminal 3: 45%
- Birmingham: 56%
- London Stansted: 58%
- London Heathrow Terminal 4: 60%
What Makes a Great Airport Experience?
The survey highlighted key factors that determined passenger satisfaction:
- Queue times at security - The biggest pain point for travellers
- Terminal cleanliness and facilities
- Ease of navigation through the airport
- Staff helpfulness and attitude
- Availability of seating in departure areas
Rory Boland, Editor of Which? Travel, commented: "The best airports are delivering a clean, calm experience with friendly staff and minimal queues. Meanwhile, passengers at the worst-rated airports face endless queues, overcrowding and often poor facilities at a high price."
The London Airport Battle
Among London's major airports, a clear hierarchy emerged. While Luton struggled, London City Airport performed respectably with a 71% score, benefiting from its business traveller-focused facilities and central location.
Heathrow's terminals showed varied performance, with Terminal 5 scoring 63% while Terminal 4 received just 60%, indicating that experiences can differ significantly within the same airport.
Regional Variations and Recovery
The findings come as UK airports continue to recover from pandemic disruptions, with many still struggling to manage passenger numbers with reduced staffing levels. The research suggests that smaller regional airports have generally adapted better to the post-pandemic travel surge.
With summer travel approaching, these rankings provide valuable insights for Britons planning their getaways, potentially influencing which airports travellers choose for their journeys.
