London Southend rated capital's best airport by customers in study by Which?

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London Southend is the best airport in the capital, according to a surprising new study. 

A survey ranked the smaller London terminal as number one for customer satisfaction with a score of 84 per cent.  

About one million passengers pass through the international airport each year, compared to more than 75 million at Heathrow and 43.1 million at Gatwick.

London City, which sees 4.5 million passengers annually, was ranked second for customer satisfaction with 68 per cent.

But larger airports including Heathrow and Gatwick struggled to satisfy just over half their passengers, while Stansted scored 38 per cent and Luton 29 per cent. 

London airport customer satisfation

London Southend: 84%

London City: 68%

Heathrow: 55.5%

Gatwick: 52%

London Stansted: 38%

London Luton: 29%

The study was carried out by Which? magazine with customer scores based on a combination of overall satisfaction and how likely someone would be to recommend the airport to a friend.

Those surveyed answered questions about queues at check-in, bag drop, airport security and baggage reclaim, seating, food outlets and passport control.

A Which? spokesman said: “Passengers at these smaller airports told us that they breezed through well-equipped, queue-free terminals aided by friendly staff. 

“The experience was so good, in fact, that some told us they are willing to drive that bit further to use a better airport.”

Glyn Jones, CEO of Stobart Aviation which owns London Southend, said the results at other airports showed that people living in the capital were being let down by the government’s policy on aviation which has led to a lack of capacity and increasing congestion in the air and on the ground.

He said: “This failure affects London passengers in particular and this survey reflects the frustration they’re suffering on a daily basis.”

London Southend is close to the Essex coast and outside of the increasingly congested airspace above London.

Mr Jones added: “By contrast, Which? members have recognised that London Southend offers a substantially better way to travel with up to seven trains an hour from London, a raft of new routes and exceptional service. 

“They’re all key factors in our success and why more and more passengers are repeatedly choosing London Southend Airport over all the others.” 

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