Customer experience at Britain’s 5 busiest airports

Airports often get a bad rep when it comes to customer experience. They’re portrayed as chaotic and confusing places that can tarnish the start of a vacation.

However, many hubs are constantly on the lookout for new ways to satisfy customers.

So let’s take a look at customer experience at Britain’s five busiest airports.

1.   London Heathrow

 Heathrow airport is not just the busiest airport in Britain, but in the whole of Europe too. However, first-class customer service is still prioritised.

It’s currently trialling a biometrics system to enable customers to pass through airport checks more smoothly – it scans your face at check-in, matches it with your passport image and links it to your ticket. This means you won’t need to show your passport or boarding pass at security or the boarding gate – you’ll simply look into another camera.

2.   London Gatwick

Gatwick airport is using an innovative app to improve the customer experience. When customers download the Gatwick Airport official app they receive live flight updates, airport outlet offers, free super-fast Wi-fi and much more. The app is helping to make Gatwick flyers feel more valued and connected during their time there.

The airport also has a range of lounges at both the North and South terminal that customers can book into, where they can enjoy drinks, snacks in a restful, private environment.

3.   Manchester

Gatwick Airport. Image:

Gatwick Airport. Image:

Manchester Airport is in the process of creating an entire luxury terminal that will give travellers a luxury airport experience. The new PremiAir terminal comes at a cost, but the brilliant benefits include fast-track security checks, personal luggage processing, and a chauffer-driven ride to your plane.

For flyers wanting to pick up some airport bargains, Manchester also operates a collect on return service where you can purchase items online and collect them from the airport on your return.

You can find out more about the customer services at Manchester Airport on the official website.

4.   London Stansted

London Stanstead saw its busiest ever April this year as it welcomed nearly 2.4 million customers.

Thankfully, the airport is currently in the midst of a transformation programme, which is designed to enhance customer experience.

The forthcoming stage of the programme will involve the installation of new aircraft stands and check-in desks, an upgrade of the holding baggage screening system and the completion of a multi-storey car park. 

5.   London Luton

Manchester Airport. Photo:  BBC

Manchester Airport. Photo: BBC

Part of the appeal of London Luton Airport lies in the range of amenities on offer for visitors. For starters, there’s the Aspire Lounge, open to all, where guests have access to complimentary food and drinks, fast and free WiFi and state-of-the-art SnoozePods – perfect for pre-flight comfort.

Plus, for those frenzied customers who forget their travel documents, the airport provides a printing service at the Excess Baggage Company outlet.

Each of these airports are putting customers first. So next time you fly, maximise your time at the airport by driving there and pre-booking parking at for Gatwick and every other airport on our list.  

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