Which? survey names Luton as UK’s worst airport

Luton has topped a list of the UK’s worst airports for the third year running.

A new Which? study rating passenger satisfaction gave Luton one star for its shops, seating, toilets, staff and baggage drop queues.

The report said “disastrous” customer service was the main driver behind the airport’s score of 35% for overall customer satisfaction.

By comparison, the airport named the best in the UK, Doncaster, received an overall score of 87%.

Responding to the findings, a spokesperson for Luton said the study represented just a fraction of passengers.

Its own polls have found that a clear majority are satisfied, according to chief exec Nick Barton, who said: “In the first six months of 2018, 1.2 million passengers responded to our customer service tracking, 70% of whom told us they were happy with their experience.”

Luton has recently spent £160m on improvements, including the introduction of new retailers, and continues to enjoy growing passenger figures.

It is now the fifth-busiest airport in the UK in terms of footfall, serving 16 million passengers last year. Doncaster Airport, in comparison, carried 1.3 million.

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