Liverpool John Lennon Airport Tops UK Customer Satisfaction Survey, Beating Out Major Airports

Liverpool John Lennon Airport (LPL/EGGP) has been named the best airport in the UK for customer satisfaction, according to a new survey by Which?, a consumer advocacy group known for its detailed research and reviews. The airport scored an impressive 81% overall satisfaction rating, earning high marks across several key criteria such as check-in queues, security processing, baggage reclaim, seating availability, staff friendliness, and overall passenger experience. However, the airport’s one weak point was the range of shops available to passengers, an area in which it was outperformed by some larger airports.

The Which? survey paints a stark contrast between Liverpool’s smooth, customer-friendly operations and those of its closest regional rival, Manchester Airport (MAN/EGCC), which came in last place with a dismal satisfaction score of 37%. Passengers at Manchester expressed frustration with long queues, uncomfortable seating, and unfriendly staff, areas that greatly influenced its poor ranking.

Liverpool’s victory and Manchester’s downfall reveal significant insights into the current state of UK airports, suggesting that smaller, regional airports are often better positioned to deliver a more satisfying experience to passengers than their larger, more congested counterparts.

Liverpool John Lennon Airport: A Rising Star

Liverpool John Lennon Airport’s success is a result of concerted efforts to enhance the passenger experience. From efficient check-in processes to faster security clearance, passengers consistently reported positive interactions with staff and minimal waiting times. The airport, which handles around five million passengers annually, has invested in technology and infrastructure improvements aimed at streamlining operations and reducing passenger stress.

Although the range of shops at Liverpool Airport was noted as its only significant shortcoming, passengers overwhelmingly reported satisfaction with the airport’s clean, comfortable environment, and easy navigation. The airport’s smaller size, compared to major hubs like Heathrow and Gatwick, means that passengers often experience quicker, smoother journeys from curb to gate.

For an airport of its size, this is a notable achievement. Its passenger-centric approach and focus on improving key touchpoints in the travel experience have paid off, distinguishing Liverpool John Lennon Airport as one of the top choices for air travel in the UK.

Manchester Airport: A Stark Contrast

While Liverpool was praised, its neighbour, Manchester Airport, suffered from substantial criticism across the board. Manchester, which is one of the busiest airports in the UK, handling over 27 million passengers annually, has been plagued by reports of long queues, particularly at security checkpoints, which significantly dragged down its score. Passengers reported frustration at waiting times, uncomfortable seating, and less-than-helpful staff, factors which collectively contributed to its low score of 37%, the worst in the country.

In recent years, Manchester Airport has faced a series of operational challenges, particularly with staff shortages and congestion during peak travel times. This, coupled with its vast size and heavy passenger flow, has made it difficult for the airport to maintain a high level of customer service. Many passengers feel that the airport’s infrastructure has not kept pace with the increasing demand, resulting in a crowded, stressful experience.

The contrast between Liverpool and Manchester’s customer satisfaction scores underscores the difference that operational efficiency and attentive service can make, even when airports are of vastly different sizes.

Smaller Airports Lead the Way

Interestingly, the survey results show that some of the UK’s smaller airports are providing much better passenger experiences than their larger counterparts. Along with Liverpool, London City (LCY/EGLC), Norwich (NWI/EGSH), Exeter (EXT/EGTE), and Southampton (SOU/EGHI) completed the top five airports in the survey. These airports, much like Liverpool, offer a more streamlined, less chaotic experience for passengers.

Each of these airports earned Which?’s “Recommended Provider” status, reflecting their strong performance across multiple categories, such as shorter queues, friendlier staff, and more comfortable environments. Smaller airports often benefit from reduced congestion, allowing them to focus more on personalising and improving the passenger experience.

For example, London City Airport, despite being situated in the heart of one of the busiest cities in the world, has long been favoured by business travellers for its quick and efficient processes. Passengers at London City praised the airport’s convenience, particularly for domestic and short-haul international flights, making it a preferred choice for time-conscious travellers.

Where Do the UK’s Biggest Airports Stand?

While the survey highlighted the successes of smaller airports, the UK’s biggest airports, London Heathrow (LHR/EGLL) and London Gatwick (LGW/EGKK), found themselves somewhere in the middle of the rankings. Heathrow, the largest airport in the UK and one of the busiest in the world, handles over 80 million passengers annually, a scale that inevitably presents challenges in delivering a seamless customer experience.

Both Heathrow and Gatwick scored well in terms of their amenities, particularly the range of shops, restaurants, and services available to passengers. However, they were penalised for long wait times at check-in and security, crowded terminals, and a lack of seating, particularly during peak travel periods. While these airports offer extensive facilities and global connectivity, their sheer size and volume of passengers often result in a more stressful experience compared to the smaller, regional airports.

It’s worth noting that both Heathrow and Gatwick have made significant investments in infrastructure in recent years, aiming to address these issues. From terminal upgrades to the introduction of more self-service kiosks, these airports are attempting to improve their operational efficiency and enhance the passenger experience. However, as the survey indicates, these improvements have yet to translate into consistently high satisfaction scores.

The Which? Survey: Methodology

The Which? survey, conducted in April of this year, gathered responses from 4,962 members of the Which? Connect panel, who provided feedback on 6,695 individual experiences of flying from UK airports. The survey covered a wide range of criteria, including queues at check-in, security processing, baggage reclaim, seating availability, staff friendliness, the range of shops and services, and Wi-Fi availability.

The results offer a comprehensive view of how passengers perceive their experiences at UK airports, highlighting both the strengths and weaknesses of each facility. The survey’s findings also offer valuable insights for airports themselves, providing them with a clear indication of the areas where they need to improve in order to meet passenger expectations.

Conclusion: A Clear Victory for Regional Airports

The results of the Which? survey show that when it comes to customer satisfaction, size isn’t everything. Smaller airports like Liverpool John Lennon, London City, and Norwich have managed to deliver a much more satisfying experience to passengers than some of their larger, more crowded counterparts. With shorter queues, friendlier staff, and more manageable environments, these airports are increasingly favoured by passengers who prioritise convenience and efficiency.

Liverpool John Lennon Airport’s first-place finish is a testament to its focus on delivering a smooth, stress-free experience for passengers, even with its limited range of shops. On the other hand, Manchester Airport’s last-place ranking serves as a warning to larger airports: without improvements to key areas like security, seating, and staff, passenger satisfaction will continue to suffer.

For travellers, the Which? survey offers valuable guidance on where to expect the best and worst airport experiences in the UK. For airports, the survey serves as a reminder that while modern amenities are important, the core aspects of customer service — from reducing wait times to improving staff interactions — are what truly define a passenger’s journey.