Sign up to newsletter

Magazine subscription

For Business, Corporate Travel & Meeting Buyers & Arrangers

Southend voted top London airport for customer service

Southend airport

Southend airport has been voted as the top London airport for customer service in a passenger survey carried out by consumer group Which?

The Essex airport recorded an overall customer score of 84 per cent in the study, which measured services at airports such as check-in, queues at security and passport control, baggage reclaim, food outlets, seating, toilets and the “friendliness and helpfulness” of staff.

Southend ranked well ahead of second placed London City, which scored 68 per cent, while Stansted and Luton ranked at the bottom of the list of London airports with scores of 38 per cent and 29 per cent respectively.

The survey ranked terminals at Heathrow and Gatwick separately with Heathrow Terminal 5 faring best with customers (61 per cent) but Gatwick’s North Terminal only recorded a score of 51 per cent.

The final customer scores were based on a combination of overall satisfaction with the airport and how likely people were to recommend the airport to a friend.

Glyn Jones, CEO of Southend’s owner Stobart Aviation, said: “We’re delighted our guests voted us by far the best in the capital. But it shows just how badly customers are being let down by aviation policy, which has led to appalling congestion both in the air and on the ground.

“Which? members have recognised that London Southend offers a substantially better way to travel with up to seven trains an hour from London, a raft of new routes and exceptional service.”

Add new comment