Edinburgh Airport has been identified as the UK’s poorest performer for baggage reclaim waiting times, according to a recent survey conducted by consumer group Which?. Out of 27 airports assessed across the United Kingdom, Edinburgh Airport received the lowest rating specifically for its baggage handling services, contributing to an overall ranking that placed it fifth worst among all surveyed airports. This finding follows a period of significant criticism directed at Scotland’s busiest airport, with frequent travellers expressing dissatisfaction with its operations.
Survey Highlights Baggage Reclaim Issues
The consumer survey, which gathered feedback from 355 passengers in April and May, assigned Edinburgh Airport a customer satisfaction score of 61 percent. This figure lags behind Aberdeen Airport, which received 68 percent from 99 respondents, and Glasgow Airport, which scored 70 percent based on feedback from 209 passengers. A critical aspect of the survey was the rating for baggage reclaim wait times, where Edinburgh Airport received just one out of a possible five stars – the lowest score awarded to any airport in this category. In comparison, Glasgow Airport achieved three stars, and Aberdeen Airport received two stars for their baggage reclaim services.
Edinburgh Airport’s low score in baggage reclaim was not an isolated incident; it was one of only two airports to receive a single star in any category. The other one-star rating was given to Stansted Airport for its seating facilities. Beyond baggage, Edinburgh Airport garnered two stars for passport control queues, seating availability, and its food and drink offerings. It received three stars for customer service, check-in queues, airport security queues, and overall cleanliness. Glasgow Airport, by contrast, earned five stars for cleanliness and four stars for customer service, with other categories receiving three stars. Aberdeen Airport also performed well in cleanliness, securing five stars, and received four stars for security queues, alongside three stars in other areas.
Passenger Experiences and Criticisms
Feedback from passengers participating in the Which? survey revealed a pattern of dissatisfaction with Edinburgh Airport. Common complaints included the airport operating beyond its capacity, leading to overcrowding and a feeling that there were too many flights for the available space. Concerns were also raised about cleanliness and the difficulty of finding seating. One passenger described the arrival experience as cramped and substandard compared to other airports, noting issues with cleanliness and “diabolical” passenger pick-up arrangements. Another expressed a sentiment of being treated impersonally, stating, “Just felt there was no consideration of how to treat customers other than as cattle to be herded.”
Further criticisms highlighted disorganization in managing access to distant gates, general uncleanliness, and high prices for goods and services. Passengers also reported significant queues at security checkpoints and a lack of seating in shopping and cafe areas, coupled with expensive offerings. However, the survey did include some positive comments, with some travellers reporting easy check-in processes, minimal queues, effective fast-track security, and satisfactory lounge experiences. Positive remarks also noted up-to-date information screens and excellent service and support.
Broader Concerns and Airport Response
The issues at Edinburgh Airport have been echoed by public figures. Former Dunfermline SNP MSP Douglas Chapman recounted a recent experience where his family faced significant delays upon returning from Madeira. He described the situation as a “new low” and a “disorganised, unwelcoming shambles,” particularly criticizing the first impression Scotland makes on arriving tourists. Chapman pointed to issues with passenger handling at passport control, managed by the UK Border Force, and baggage delays attributed to the airline’s handling agent, Swissport. These delays resulted in his family missing their bus and incurring the cost of a taxi.
The airport, which is anticipating a record number of passengers and is undertaking a substantial £1 billion expansion program, has responded to the Which? findings. A spokesperson for Edinburgh Airport stated that the survey’s results are based on the recollections of a limited number of passengers and do not accurately reflect the airport’s operational data. The airport considers the findings “misleading” and argues they do not provide a true picture of performance. Furthermore, the airport highlighted that the survey does not adequately account for the division of responsibilities among various entities operating at UK airports, such as airlines and their handling agents, who are responsible for baggage handling.
The airport also noted that the 355 passengers surveyed represent a minuscule fraction, approximately 0.002 percent, of the 17 million passengers handled in the previous year. This suggests that the survey sample may not be representative of the overall passenger experience.
Understanding Airport Performance Metrics
Kate Pasola, commenting for Which?, emphasized that selecting an airport in the future should prioritize efficiency and stress reduction over amenities like restaurants or shops. She highlighted the importance of airports with well-designed layouts that facilitate timely access to gates, adequate seating, responsive human staff, and efficient security and queue management. Pasola noted that passenger frustrations often stem from increasing costs and a perceived prioritization of profit over traveller needs. Specific complaints included a reduction in seating, high drop-off fees, and confusing airport layouts.
She added that while the pressure to spend money has always been present, growing passenger anxiety means that patience is diminishing. Pasola concluded that improvements are possible, as demonstrated by airports that excel in areas such as cleanliness, queue management, customer service with genuine interaction, and inclusive, accessible designs, including top-quality special assistance.
Comparative Airport Performance
In the overall Which? survey, Exeter Airport was recognized as the best-performing airport with an 83 percent satisfaction score. Liverpool John Lennon Airport and London City Airport followed closely. At the lower end of the rankings, Manchester Airport’s Terminal Three was rated the worst overall with 52 percent, preceded by Luton Airport, Manchester’s Terminal Two, and Stansted Airport.
The survey underscores the varied experiences of travellers and highlights specific areas where airports can improve to enhance passenger satisfaction, particularly concerning the efficiency and comfort of baggage reclaim processes.
