The annual survey from the consumer group saw almost 4,000 people asked about their experiences at airports in the last year, with ratings given across 11 categories – including seating, staff, toilets and queues at check in, bag drop, passport control and security.
A final customer score was then calculated based on overall satisfaction and likeliness to recommend – and Manchester’s terminal 3 found itself at the rock-bottom of the list, with a score of 38 per cent.
Terminal 3 scored a lamentable one star for seating, prices in shops, and queues at check-in, bag drop and security.
It scored no higher than two stars in any other category. One traveller complained of “huge queues” at check-in, branding the situation a “joke”, while others dubbed the airport experience “crowded, noisy, generally stressful” and “dispiriting from start to finish”. Multiple respondents reported long queues at various points throughout, and claimed the airport was “overcrowded”.
Manchester’s terminal 1 came in second-to-last place with a score of 44 per cent. It received a host of one- and two-star ratings but managed to pick up three stars for the range of shops.
Manchester’s Terminal 2 was also in the bottom five with a score of 50 per cent, just ahead of Luton and Birmingham’s airports (both 49 per cent).
Birmingham Airport performed worst when it came to standing in the security queue, with an average reported wait time of 29 minutes. Manchester also ranked poorly, with average times of 28 minutes (terminal 3), 26 minutes (terminal 2) and 25 minutes (terminal 1).
On the other end of the scale, Liverpool John Lennon Airport tops the charts with a score of 82 per cent.
Customers praised their experience in Merseyside as “first class” and gave it five stars for check-in and security queues – indicating an uncommonly hassle-free experience.
It also scored four stars for staff, with multiple respondents praising them as both “friendly” and “helpful”. It also achieved four stars for baggage reclaim and queues at bag drop and passport control. One traveller said it was a “well run, efficient airport” while another lauded it as their “preferred” airport.