Which? surveyed almost 4,000 people about their experiences at airports in the last twelve months and invited them to rate the airports across eleven categories, including seating, staff, toilets and queues at check in, bag drop, passport control and security.
At the top of the charts is Liverpool John Lennon Airport, with a customer score of 82 per cent. It has also earned Which? Recommended Provider status for the second consecutive year.
Customers praised their experience at the airport as “first class” and gave it five stars for check-in and security queues, indicating an uncommonly hassle-free experience.
It also scored four stars for staff, with multiple respondents praising them as both “friendly” and “helpful”. It also achieved four stars for baggage reclaim and queues at bag drop and passport control. One traveller said it was a “well run, efficient airport” while another lauded it as their “preferred” airport.
Liverpool John Lennon Airport’s CEO John Irving commented, “LJLA has always focused on three words which are embedded in every member of staff that works at the airport – Faster, Easier, Friendlier. These make up the core philosophy of what we expect the passenger experience to be when flying through the airport, no matter what time of day.
It is that ethos and hard work put in by our staff, along with those of our dedicated third-party operators, which has helped us be named as the UK’s number one airport by travellers this year and we are all extremely proud to gain this recognition once again.”
LJLA is continuing to make investments to further enhance the customer journey. Early next year it will be investing in the latest technology security scanners that will allow liquids to be taken through and electrical items to remain in hand luggage.
Investments are also being made across other areas of the terminal just in time for the start of next summer when the airport expects to welcome hundreds of thousands of additional passengers as more and more consumers from across the North West look to fly from LJLA – the region’s Faster, Easier, Friendlier airport.”
The Which? survey results table shows: