Luton named UK's worst airport in Which? survey

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Luton Airport is the worst place in the UK to catch a flight, according to new research.

Passengers who passed through departures and arrivals described the experience as a “rip-off”, said Which?.

The consumer group gave the airport only one star in half the 10 categories measured, including range of shops and food outlets, toilets and staff.

Some of the 435 passengers surveyed also described the airport as “chaos” and “crowded”, meaning it earned a customer score of 29 per cent based on overall satisfaction and how likely people are to recommend the place to a friend.

The rankings

These are the five worst UK airports according to Which?:

1. London Luton (29%)

2. London Stansted (38%)

3. Manchester Terminal 3 (43%)

4. Aberdeen (44%)

5. Manchester Terminal 1 (50%)

The airport is undergoing a £110 million redevelopment which has led to disruption, although it has languished at the bottom of the Which? airport ranking for five years.

It comes after London Southend Airport was yesterday rated the capital’s best with a customer satisfaction score of 84 per cent.

A London Luton Airport spokesman said: “We’re disappointed in these results as they don’t accurately reflect the experience of the majority of our passengers.

“Which? polled just 435 of its subscribers who had travelled through London Luton Airport between May 2016 and May 2017 – the most intensive phase of the airport’s redevelopment.

A mocked-up image of how Luton airport could look after its makeover

“Of the 1.7 million people who responded to our on-going customer service tracking, during the first six months of 2017, 75 per cent told us they were happy with their experience, a 5 per cent improvement on the same period last year.

“Since then we have made significant improvements to the airport’s infrastructure, added new shops and restaurants and passenger services such as free wi-fi.

“As Which? acknowledges, the airport is currently undergoing the biggest transformation in its history. We appreciate the patience of our passengers as we develop the airport, which will result in a better experience for everyone.”

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