Birmingham Airport finished second to London Heathrow T5 in terms of UK airports within the category of more than 10 million passengers per year. Heathrow achieved a customer satisfaction rating of 66 per cent, with Birmingham earning a 65 per cent customer score and three stars out of five across all categories.
Which? Travel’s 2019 Annual Airport Survey asked members to rate areas including airport seating, toilets, staff, prices across concessions, baggage reclaim and queue times.
Stuart Haseley-Nejrup, Head of Customer Experience at Birmingham Airport said:
“This week has been a positive one for us, not only being recognised as the best large airport in the country, outside of London, but earlier this week Birmingham Airport was also announced as UK Travel Agents Star UK Airport Award 2019 for the fifth time in six years!
“Over the past year we have heavily focused on our customer service and the Which? survey results are testament to the investment we have made to improve the overall satisfaction of passengers who fly with us. We have focused heavily on creating a seamless customer journey with efforts being placed on increasing staff on the ground, improving the overall airport infrastructure, speeding up check-in times with more self-service check in desks, as well as improvements to security and passport control. “In addition to the recent developments we have made across the airport site, we are investing even further with the aim of making Birmingham one of Europe’s leading regional Airports growing the current 13 million passengers to 18 million passengers by 2030.”
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