Travellers have shared their opinions on the performance of UK airports, with Manchester Airport being rated the least satisfactory for air travel experience. According to a survey by consumer group Which?, Manchester’s Terminal 3 has consistently ranked at the bottom for the fourth year in a row, achieving a mere 43% customer satisfaction score. The terminal received a disappointing one-star rating for factors like security wait times, available seating, and pricing at retail and dining establishments.
A dissatisfied passenger at Terminal 3 expressed frustration, stating, “It’s nearly impossible to find a place to grab a drink or a bite to eat, and even worse – there are no seats available.” The other terminals at Manchester Airport did not fare much better in the survey, with Terminal 1, slated for closure later this year, being rated as the second-worst.
Another traveller criticized Terminal 1, highlighting concerns about cleanliness, overflowing toilets, and general untidiness. Terminal 2 at Manchester Airport ranked fourth from the bottom, scoring 53% in customer satisfaction. However, some positive feedback was received, with one passenger praising the facilities before long-haul flights and the helpfulness of staff during baggage check-in.
In contrast, Exeter Airport emerged as the top performer with an 80% overall customer satisfaction rating. Notably, Exeter serves a smaller number of passengers annually compared to major airports like Manchester with 29 million passengers and Heathrow with 84 million passengers.
Following closely behind with a 78% satisfaction score was Liverpool John Lennon Airport, which accommodates around five million passengers yearly. Passengers appreciated the airport’s efficient processes and the friendly demeanor of the staff.
Manchester Airport’s Managing Director, Chris Woodroofe, defended the airport against criticisms from the Which? survey, emphasizing ongoing improvements. Woodroofe highlighted a significant increase in customer satisfaction over the past four years, with a majority of surveyed individuals rating their experience positively.
Gatwick Airport also reported improvements in services, specifically in on-time performance during the first half of 2025. Meanwhile, Heathrow Airport disputed the survey methodology, citing small sample sizes and relying on subjective recollections rather than comprehensive data routinely collected by the aviation industry regulator, the Civil Aviation Authority.
Representatives from other airports, including London Luton, London Stansted, and London Heathrow, also responded to the survey findings, emphasizing the need for a more representative assessment considering the substantial number of passengers they cater to annually.
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