27 AUGUST 2018
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Complaints about queues at security and check-in and failure to provide adequate seating have led to Luton Airport being rated the worst in the UK in the annual survey by Which? magazine.
The airport hit back, with a spokesman saying the survey “represented a fraction of passengers” and that 70% of people polled by the airport were “happy with their experience".
Luton has not been helped by being in the middle of a major reconstruction of its terminal area, but Which? said its members who passed through on their travels were not impressed with their experience.
The magazine said the UK’s sixth busiest airport achieved a “pretty dismal” customer score of 37%, six percentage points down on last year. It scored just one out of a possible five stars in five separate rating categories, including queues and seating.
Southend Airport retained its place at the top of the survey, this year sharing the honour with Robin Hood Airport, Doncaster Sheffield. Each achieved an “impressive” customer score of 85%, Which? reported.
The magazine added: “Smaller airports are clearly providing a better experience, as eight of them scored highly enough to be awarded Which? Recommended Provider status, but no large airports qualified for the award.”
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