Smaller airports are offering a better service and experience than the UK’s larger terminals, according to a new survey.
The latest Which? figures put London Southend Airport at the top of providing the best experience with 85% rating, this year joined by Doncaster Sheffield with the same score.
The Essex airport achieved a five-star rating for seven in 10 categories, which include pick-up and drop-off points, passport control and security queues.
Doncaster Sheffield’s managing director Steve Gill said the rating had come after an expansion in existing routes, new destinations and listening to feedback.
He added: “This is excellent news. We are developing a credible track record for delivering exactly what passengers want from their regional airport over a number of years.
“The surveys are a good pointer to showcase we are doing things right, however, it is returning customers and regular repeat business which is a true indicator that our expected high levels of customer service are being achieved.”
Blackpool and London City also scored highly with an 80% rating, while the airports at Inverness and Southampton scored 78%.
In comparison Gatwick’s North Terminal came out at 49%, followed by Heathrow T4 at 48%, Heathrow T3 at 46% and London Luton at 37%.
Baggage reclaim was named as the biggest frustration at 37%, with larger airports scoring the worse in the category.
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