Manchester Airport has rubbished a survey by Which? that brands it as the UK’s worst for fliers.
The annual review, released today, puts Manchester’s closest rival, Liverpool John Lennon Airport, at the top of the league table of UK airports.
Which? surveyed almost 4,000 people about their experiences at UK airports over a 12-month period and invited them to rate the facilities across 11 categories, including seating, staff, toilets and queues at check in, bag drop, passport control and security.
A customer score was calculated based on a combination of overall satisfaction and likeliness to recommend, with Liverpool John Lennon landing an 82% mark. The score meant it also earned Which? Recommended Provider status for the second consecutive year.
Customers praised their experience at the airport as ‘first class’ and gave it a hassle-free five stars for check-in and security queues.
It scored four stars for staff, with multiple respondents praising them as both ‘friendly’ and ‘helpful’. It also achieved four stars for baggage reclaim and queues at bag drop and passport control.
Manchester took the lowest two spots in the rankings, with a dismal customer score of just 38% for Terminal 3 and 44% for Terminal 1. Meanwhile Terminal 2 was in the bottom five with a score of 50%
Furious bosses at Manchester said that while all feedback was taken seriously, the Which? survey was already out of date because it covered the year from June 2022, and created “a deeply flawed and misleading picture” of services this summer.
“Year-by-year the Which? survey becomes less and less relevant as response rates continue to dwindle, with half as many people surveyed this year as were 12 months ago. There were only 567 responses relating to Manchester Airport – 0.002% of our annual passenger numbers,” fumed a Manchester spokesperson.
“Since April this year, we have welcomed more than 10.4m people through Manchester Airport, who have travelled to more than 180 destinations with nearly 50 different airlines – and 95.6% of them have got through security in under 15 minutes.
Meanwhile, London City came ranked second in the Which? survey with a 78% score. It was praised for its transport links, relaxed atmosphere and five-star performance at check-in and security, along with new scanners that meant passengers no longer need to observe the 100ml limit on liquids or remove electronics from their bags. It missed out on a Which? Recommended Provider badge owing to a low two-star rating for toilet facilities.
Completing the top five were Southampton (77%) and Bournemouth (75%), and East Midlands and Newcastle, which tied on 72%.