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Luton Airport named as worst in Which? study

01 September 2017 08:50

Luton Airport has been named as the worst in the UK

Luton Airport has been named as the worst in the UK

London Luton Airport has been named as the worst in the UK after recording the lowest customer satisfaction score, according to a study by Which?.

The Bedfordshire airport was awarded just one star in half of the 10 categories featured in the study, receiving low ratings for its range of shops and food outlets, toilets and staff.

It earned a customer score of just 29%, based on overall satisfaction and how likely passengers are to recommend the airport to a friend.

Passengers described it as "chaos", "crowded" and a "rip off".

Redevelopment work causing disruption

However, the airport has said that its £110 million redevelopment project has led to lots of disruption, suggesting that the results don't accurately reflect most passengers' experience.

An airport spokesman said: "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.

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

They added that significant improvements have been made to the airport's infrastructure, including new shops and restaurants and passenger services such as free wi-fi.

Doncaster Sheffield top for customer satisfaction

Doncaster Sheffield earned the highest customer satisfaction score at 87%, with five-star customer service.

Passengers referred to it as "relaxed" and "quiet", while one described a bank holiday as "peaceful with no sense of rush or pressure".

London Southend, Norwich, Southampton and Exeter complete the top five airports , according to Which?, while London Stansted, Manchester Terminal 3, Aberdeen and Manchester Terminal 1 completed the bottom five.

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