Friday 24 August 2018 9:05 am | Updated: Friday 24 May 2019 7:46 pm

‘Disastrous customer service’: Luton Airport ranked worst in the UK

Luton Airport is the worst UK airport for passenger satisfaction, according to an annual study produced by consumer group Which?

With a customer score of 35 per cent and a one star rating for its baggage drop queues and seating, the London airport was slammed by Which? for having a "disastrous customer service", as it finished bottom of the pile for the third year running.

However, Luton Airport boss Nick Barton said: "In the first six months of 2018, 1.2m passengers responded to our customer service tracking, 70 per cent of whom told us they were happy with their experience."

Meanwhile, Doncaster Sheffield was crowned the UK’s best airport, after strong ratings for its queues, facilities and rapid baggage reclaim.

London Southend, which announced expansion plans this month, followed closely in second place, with an 84 per cent approval rating from passengers.

Five worst UK airports according to Which?

1. London Luton (35 per cent)

2. London Stansted (44 per cent)

3. Manchester Terminal 3 (44 per cent)

4. Manchester Terminal 1 (46 per cent)

5. Aberdeen (49 per cent)

Five best UK airports according to Which?

1. Donaster Sheffield (87 per cent)

2. London Southend (84 per cent)

3. Newcastle (74 per cent)

4. Southampton (73 per cent)

5. Exeter (72 per cent)

The study, which was based on a combination of overall satisfaction and how likely respondents were to recommend the airport to a friend, polled more than 11,000 passengers between April and May.