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Passengers rate Glasgow airport's performance in a Which? survey

Published 24th Aug 2018

Glasgow airport has come second in Scotland for customer satisfaction in the latest Which? survey. The travel hub received 63%, with customers praising their experience as seamless'' andquick''.

Glasgow Airport said it worked hard to ensure customers have pleasant journeys and the positive feedback was welcome news''.

Which? travel editor Rory Boland said: With new routes to and from Scotland launching all the time, passengers have an increasing choice over not just who they fly with but where they fly from. It's clear that some airports will need to improve or risk people taking their business elsewhere.''

Only four Scottish airports featured with Aberdeen rated the worst in Scotland for the fourth year in a row. Passengers complained of a lack of seating, long waits at baggage reclaim and the limited range of shops and food outlets.

Airport bosses said the survey was carried out in the midst of its £20 million terminal transformation project, with new retail facilities and an improved security search area opening since then.

Aberdeen received a customer satisfaction score of 49% while Edinburgh Airport - Scotland's largest - scored 59%.

Inverness earned the highest customer score of the four Scottish airports included in the Which? survey at 68%.

The most common complaint across most airports was charges for picking up and dropping off passengers, described by some as a money-grabbing exercise''.

The survey was carried out between April and May and recorded 11,265 Which? member experiences of UK airports used in the past year, including 777 in Scotland.

Here is the full ranking compiled by Which?, which customer scores in brackets:

  1. Doncaster Sheffield (87%)
  1. London Southend (84%)
  1. Newcastle (74%)
  1. Southampton (73%)
  1. Exeter (72%)
  1. Bournemouth (71%)

7=. Liverpool (70%)

7=. London City (70%)

9=. Inverness (68%)

9=. Norwich (68%)

  1. Bristol (66%)
  1. Cardiff (64%)

13=. Glasgow International (63%)

13=. London Heathrow Terminal 5 (63%)

  1. Belfast City (62%)
  1. Birmingham (61%)

17=. East Midlands (60%)

17=. London Heathrow Terminal 2 (60%)

  1. Edinburgh (59%)
  1. London Gatwick North Terminal (57%)
  1. London Heathrow Terminal 4 (56%)

22=. London Gatwick South Terminal (55%)

22=. London Heathrow Terminal 3 (55%)

  1. Leeds Bradford (54%)
  1. Manchester Terminal 2 (51%)
  1. Belfast International (50%)
  1. Aberdeen (49%)
  1. Manchester Terminal 1 (46%)

29=. London Stansted (44%)

29=. Manchester Terminal 3 (44%)

  1. London Luton (35%)