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26 February 2013 09:51
Airport passengers want an end to security queues
Speeding up check-in and security are the two improvements travellers would most like to see at airports, according to a new poll. The latest Association of British Travel Agents (ABTA) study comes as airports are braced to review new investments and proposed changes to their landing charges and fees.
The UK travel trade association for tour operators and travel agents found that queuing is the last thing people want after booking their tickets and travel insurance, sometimes months in advance. As many as 52% of consumers said speeding up check-in would make their journey significantly better and 48% said hurrying up security would do likewise. Lounge comfort, staff friendliness and flight-change communication are other areas where passengers think airports could improve.
A third (34%) of passengers said shop improvements would not impact on their airport experience and 40% said the same about Wi-Fi access. ABTA chief executive Mark Tanzer said check-in and security time improvements would allow passengers to plan trips better, shorten journey experiences and help prevent last-minute rushes through the airport. He added: "This research confirms that for many passengers, the airport experience is the first part of their trip and they don't want to spend it in a queue."
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