London Southend Topped The Passenger Satisfaction Survey

Which? Names London’s Best Airport…And The Winner Is…

posted by Paul Fiddian | 30.08.2017

Heathrow, Gatwick, Stansted, Luton, Southend & London City Ranked

One London airport stands heads and shoulders above the rest in consumer magazine Which?'s customer satisfaction survey and - spoiler alert - it's not Heathrow...

UK capital London’s leading airport isn’t Heathrow or Stansted but, perhaps more surprisingly, Southend.

That’s according to newly-published research that finds passengers are more satisfied with Southend than any other London airport. On the satisfaction front, it scored 84 per cent.

London Luton – at the other end of the scale - achieved just 29 per cent. In between came London City (68 per cent), Heathrow (averaging 55.5 per cent – its four terminals were rated separately), Gatwick (52 per cent – another average) and London Stansted (38 per cent).

This data forms part of the newest airport passenger survey from consumer rating magazine Which? The survey was compiled from a mixture of overall satisfaction and likelihood of recommendation ratings.

Best Airport In The UK

Southend Airport Terminal

This was a fourth-time win for Southend, passenger satisfaction-wise. London’s newest airport topped the ‘Best Airport in the UK’ category, too: its fourth such victory since 2013. A maximum five-star rating was secured on the staff friendliness/helpfulness front and it was awarded four stars for its seating, toilets, baggage reclaim area, passport control queues and security/screening queues.

“Passengers at these smaller airports told us that they breezed through well-equipped, queue-free terminals aided by friendly staff”, said a Which? representative. “The experience was so good, in fact, that some told us they are willing to drive that bit further to use a better airport”

Britain’s Worst Airport

Heathrow, Gatwick and other London airports were far less successful. Luton’s 29 per cent score was an all-time low, its limited seating and crowded passenger areas seeing it judged ‘Britain’s Worst Airport.’

Owned by Stobart Aviation, London Southend has undergone rapid growth in recent months. It consequently now serves approximately 30 destinations, both within the UK and well into Europe. Dublin, Dubrovnik, Glasgow, Lyon, Milan, Venice, Vienne and Zadar are among the mostly recently-added routes – Thomson, Flybe and easyJet being the airport’s main airlines.

“Of course, we’re delighted our guests voted us by far the best in the capital”, Stobart Aviation’s CEO, Glyn Jones, commented. “But it shows just how badly customers are being let down by aviation policy, which has led to appalling congestion both in the air and on the ground. This failure affects London passengers in particular and this survey reflects the frustration they’re suffering on a daily basis.”

“By contrast, Which? members have recognised that London Southend offers a substantially better way to travel with up to seven trains an hour from London, a raft of new routes and exceptional service. They’re all key factors in our success and why more and more passengers are repeatedly choosing London Southend Airport over all the others.”

Below is listed each London airport terminal and the score Which? gave it:

  • London Southend - 84 per cent
  • London City – 68 per cent
  • Heathrow Terminal 5 – 61 per cent
  • Heathrow Terminal 2 – 57 per cent
  • Gatwick South Terminal – 52 per cent
  • Heathrow Terminal 3 – 52 per cent
  • Heathrow Terminal 4 – 52 per cent
  • Gatwick North Terminal – 51 per cent
  • London Stansted – 38 per cent
  • London Luton – 29 per cent

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