Published on : Thursday, August 31, 2017
The Bedfordshire airport was given only one star in half of the 10 categories featured in the study including for its range of shops and food outlets, toilets and staff. It earned a customer score of just 29 per cent, based on overall satisfaction and how likely passengers are to recommend the airport to a friend. More than 435 airport users described the airport as “chaos”, “crowded” and a “rip off”.
Currently, the airport has taken up a £110 million redevelopment project which caused travel disruption.
An 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.
“Of the 1.7 million people who responded to our ongoing 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.”
The highest customer satisfaction score was earned by Doncaster Sheffield with 87 per cent, with five-star customer service and passengers called it a relaxing experience.
The five worst UK airports according to Which? are:
The top five UK airports according to Which?:
1. Doncaster Sheffield (87 per cent)
2. London Southend (84 per cent)
=3. Norwich (75 per cent)
=3. Southampton (75 per cent)
5. Exeter (71 per cent)
Tags: london luton