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Heathrow and Gatwick bested by smaller operators in latest poll

Major UK aviation hubs Heathrow and Gatwick may dominate when it comes to passenger numbers and cargo volumes, but the pair have shown to be seriously lacking when it comes to customer satisfaction according to a new poll by Which? Magazine.

The survey ranked all of London’s airports in terms of how well their service was perceived by passengers taking into account factors such as check-in queue lengths, seating, passport control and other factors.

At number one was London Southend which boasted a customer satisfaction rating of 84%, far and away the highest figure and eclipsing some of its more well-known rivals.

In second place was fellow single terminal hub London City Airport with 68% followed by Heathrow (55.5%) and Gatwick (52%).

Propping up the list of the capital’s airports was London Stansted with a measly 38% satisfaction rating while London Luton finished in bottom place with 29%, a figure the airport is presumably looking to improve upon as it embarks on a £110m transformation programme.

In comments reported by the Evening Standard, a Which? spokesman said: “Passengers at these smaller airports told us that they breezed through well-equipped, queue-free terminals aided by friendly staff.

“The experience was so good, in fact, that some told us they are willing to drive that bit further to use a better airport.”