Luton Airport labelled worst in the UK

Luton Airport
Luton Airport

Luton Airport has been named the worst in the UK for customer satisfaction for the second year running.

A Which? survery of more than 10,000 passengers saw Luton attain a customer score of just 37%, with London Southend and Robin Hood Doncaster Sheffield topping the survey with a rating of 85%.

Stansted was second worst in the poll with a score of 43%.

Luton scored just one out of a possible five stars in five separate rating categories, including queues at security and check-in and seating provision.

Its rating was six percentage points down on its 2013 rating, when again it was rated the worst in the UK.

One Which? member labelled the airport ‘an embarrassment to the UK’.

Another said they would ‘do everything possible to avoid this hell hole’.

Executive chairman of the airport, Clive Condie, said he was ‘disappointed and surprised’ with the results of the survey.

He added: “We are already well underway to significantly improving the customer experience at London Luton Airport.

“Since the poll was undertaken, we have been given the green light for a £100m redevelopment project which will transform the airport.

“Having worked tirelessly to secure planning permission to begin the process of transformation, this marks the start of an exciting new journey for London Luton Airport.

“We are committed to working with our carriers, baggage handling agents, the Border Force and transport partners to deliver a simple, hassle-free airport experience for our customers.”