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Manchester Airport named UK’s worst in annual Which? survey for third year running

The airport has hit back and defended itself with a statement.

Emily Sergeant - 5th September 2024

Manchester Airport has officially been declared the worst airport in the UK, according to a new survey by Which?… yet again.

The summer travel season may be drawing to a close now, with hundreds of flights having taken off and landed in our region over the last couple of months, but for any Greater Manchester holidaymakers who are still yet to jet off, an annual ranking by consumer choice group Which? has proved to be pretty grim reading.

That’s because several terminals at the UK’s third largest airport have found themselves at the bottom of the list in Which? latest findings.

Manchester Airport has hit back at the survey and defended itself, saying its own passenger surveys suggest people are “much more positive” about the airport, adding that it was “proud to give people in all parts of the North easy and affordable access to nearly 200 different destinations across the world”.

For its annual survey, Which? spoke to nearly 7,000 passengers to gather feedback about their experiences of flying from UK airports over the last 12 months, and asked them to score the airports across 11 categories.

Some of these categories including seating, staff, toilets, and of course, the queues we all dread at check in, bag drop, passport control, and security.

And just like in both 2022 and again in 2023, it was Manchester Airport Terminal 3 that ranked right at the bottom, receiving the lowest customer satisfaction score of 37%.

Manchester Terminal 1 ranked one place above that with a score of 40%, while Manchester Terminal 2 was a little further up the the list with a score of 51%, and just saw Luton Airport, London Stansted, and Belfast International Airport sandwiched in between it.

According to Which?, some of the complaints it received about Manchester Airport from passengers who responded to the survey this year was that older people struggled with long walks due to travelators being broken since 2021, difficulties with finding a seat, and “horrendous” queues with people apparently being “corralled like cattle”.

As mentioned though, Manchester Airport has slammed Which?’s findings in a formal statement.

Describing the survey as “disappointing to see”, Manchester Airport’s statement reads: “We understand not every experience is perfect and want all passengers to feel able to raise their concerns directly with us. That is why we speak to them on a daily basis, surveying hundreds of people a month to get in-the-moment feedback from a full range of perspectives.

“That is in stark contrast to Which?, which conducted a tiny and unrepresentative survey of its members six months ago, asking them to recollect airport experiences that could have been as far back in time as April 2023.

“Which? fully understands that its readers form a narrow group of passengers whose views cannot in any way be taken to represent those of the travelling public at large, but chooses to promote its survey findings as if they do.”

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Manchester Airport says it’s disappointing see Which? “chase cheap headlines” with its “sensational and over-simplified characterisation of airports” and the different roles they play, adding: “To make matters worse, it has printed inaccurate statements about our facilities and security waiting times that paint a more negative picture than reality.

“This is completely unacceptable.”

Featured Image – Manchester Airport Group