UK airports are failing customers, according to research unveiled today by The Co-operative Travel.
The group carried out a poll of 1,713 customers in light of the Department for Transport’s public consultation into the state of Britain’s airports.
It is urging customers to join its campaign to demand improved standards before the consultation ends on June 1.
According to study, 65% of customers are dissatisfied with airport baggage reclaim systems, 60% unhappy with the choice and quality of catering and 58% are dissatisfied with parking facilities.
Passengers were also asked which of the facilities at some of the world’s leading airports they would like to see in the UK.
Most popular was the introduction of 24-hour access to all facilities (29%) such as restaurants and shops, followed by more comfortable seating and rest areas (21%) and better food outlets with more healthy and affordable food choices (14%).
“UK airports are failing to reach world class standards for customer service,” said Trevor Davis, director of retail distribution.
“This is shown by our research and also by industry awards. For example, no UK airport made the top 10 in the Skytrax World Airport awards, which is collated from the responses of 8.2 million passenger questionnaires, or even the top three European airport category.
“The current government consultation is an opportunity for UK air passengers to make their opinions known and influence areas for future investment. We’ll be encouraging all our customers to make their views heard and lobby for better standards.”
Those who want to contribute should write or email the Department for Transport or can take part in a survey on The Co-operative Travel’s website (www.co-operativetravel.co.uk/marketing-survey/may/) to register their opinion of their local airport.
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By Bev Fearis
