Ruth Haines
Manchester Airport has been ranked as the worst airport in the UK by customers, with long queues, poor customer service, and limited dining options cited as reasons for the low ranking. However, some passengers have reported positive experiences, highlighting smooth and efficient processes from check-in to security. With ongoing redevelopment works, Manchester Airport aims to enhance its facilities and improve the overall passenger experience.
| Characteristics | Values |
|---|---|
| Long queues | Check-in, security, passport control, baggage reclaim |
| Cramped waiting areas | Not enough seating |
| Poor taxi pickup | |
| Poor signage | |
| Poor customer service | Unpleasant, unprofessional, rude staff |
| Lack of cleanliness | Grubby, dirty |
| Poor facilities | Horrendous toilets |
| Lack of dining options | |
| Poor layout | Confusing, dingy |
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What You'll Learn
Long security and check-in queues
Manchester Airport has been ranked the worst airport in the UK, with long security and check-in queues being a common complaint.
One passenger review on SKYTRAX states that it is a "depressing travel experience from start to finish". The review goes on to describe the airport as "outdated, incredibly tired and in many areas, downright filthy". The same review also criticises the staff, especially security personnel, as "rude, unprofessional and at times borderline aggressive".
Another review on artiss.blog expresses frustration with the slow processing of check-in and security, stating that it is rare for them to get through security without some kind of issue.
According to a survey by Which?, Terminal Three at Manchester Airport ranked the worst in the UK, with customers citing long queues at check-in and security as the main reasons for their dissatisfaction. Liverpool John Lennon Airport, on the other hand, was ranked the best, with a customer satisfaction score of 82%.
In defence of the airport, one review on SKYTRAX mentions that their experience across all three terminals was "perfectly satisfactory". The reviewer advises that as long as passengers arrive on time, well-prepared and organised, they should not encounter significant issues.
It is worth noting that Manchester Airport has disputed the findings of the Which? survey, claiming that it is based on outdated data and a small, unrepresentative sample of passengers. A spokesperson for the airport emphasised their commitment to providing a positive experience for all passengers and highlighted their recent investments in recruitment and facility improvements.
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Poor customer service
Manchester Airport has been ranked as the worst airport in the UK by customers, with long queues at check-in and security, as well as poor customer service cited as the main reasons for the low ranking.
One passenger who left a Google review expressed their dissatisfaction, saying:
> "During my lifetime I have travelled through many airports and this one is by far the worst."
Another passenger described Manchester Airport as a "depressing travel experience from start to finish". They went on to say that the airport is "outdated, incredibly tired and in many areas, downright filthy". The same reviewer added that the staff, especially the security personnel, are "rude, unprofessional and at times borderline aggressive".
Other reviews mention the long waiting times for luggage collection, the airport's unkempt appearance, and the staff's generally unpleasant attitude. The dining options are also described as limited and grubby, with long queues.
In response to the negative feedback, a Manchester Airport spokesperson defended the airport, stating:
> "Manchester Airport is proud to give the people of the North easy and affordable access to a wide range of global destinations. We are committed to providing a great experience to all passengers, and feedback this summer has been really positive, building on the strong Christmas and Easter getaways we delivered."
The spokesperson also highlighted the airport's investment in recruiting more staff and establishing a new resilience team to ensure passengers receive a good level of service. They attributed the negative reviews to outdated data and a small sample size, claiming that the survey creates a "deeply flawed and misleading" picture.
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Unpleasant staff
Manchester Airport has been ranked as the worst airport in the UK by customers, with long queues at check-in, security, and baggage reclaim often cited as the reasons behind the low ranking.
One source of frustration for passengers is the perceived rudeness and unprofessionalism of the staff, particularly security personnel. Some passengers have described staff as "miserable" and "unpleasant," with a tendency to bark out orders and treat passengers with a lack of respect. This adds to the overall sense of chaos and misery that passengers experience at the airport.
There are also reports of inconsistent application of security rules, with some passengers being allowed to take reusable bottles through security while others are stopped and made to wait for additional checks. This inconsistency can lead to further delays and frustration for passengers who are already dealing with long wait times.
In response to these criticisms, a spokesperson for Manchester Airport has defended their commitment to providing a great experience for all passengers. They highlight their investment in recruiting and training additional staff to improve customer service. The airport also points out that the surveys creating these negative rankings may be based on outdated data and a small, unrepresentative sample of passengers.
However, it is worth noting that these negative experiences are not universal. Some passengers have reported positive experiences, describing the staff as "polite" and praising the clear explanations given for security procedures. These positive experiences suggest that Manchester Airport may be taking steps to address customer concerns and improve their overall level of service.
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Poor facilities
Manchester Airport has been ranked as the worst airport in the UK, with customers citing poor facilities as one of the main reasons for their dissatisfaction. The airport has been described as "dark and dingy", with outdated and unclean terminals that are in need of renovation. The waiting areas at gates are reportedly cramped, with limited dining options that are often described as grubby and offering subpar food.
Toilets throughout the airport have been described as "horrendous", and customers have complained about the lack of investment in passenger areas, with a focus on extracting money from travellers rather than improving their experience. The airport's layout has also been criticised as confusing and inconvenient, with passengers often having to backtrack to reach their gates.
Long queues at check-in, security, and baggage reclaim have been a consistent issue, with passengers reporting that they frequently have to wait over an hour to get through these areas. Staff have been described as unhelpful and unpleasant, with some reviews stating that security personnel are rude, aggressive, and seem to have little control over the chaotic lines.
Manchester Airport has defended itself against these criticisms, arguing that the surveys are based on outdated data and a small, unrepresentative sample of passengers. They highlight their commitment to improving the customer experience, including recruiting more staff and investing in facility upgrades, such as the £1.3 billion transformation of Terminal 2.
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Poor transport connections
Manchester Airport has been ranked as the worst airport in the UK, with long queues at check-in and security, unkempt premises, and poor staff behaviour cited as common issues. The airport has also been criticised for its poor transport connections, with complaints about confusing signage, a lack of clear wayfinding, and inefficient connections between terminals.
One passenger review highlights the frustrating experience of having to walk down a long hall, through a door, down stairs, and then double back to reach their gate. The review also mentions the challenge of navigating between terminals in Manchester, in contrast to airports like Denver, which offers a well-connected layout with three consistent terminals.
Another review specifically mentions the "horrendously bad" wayfinding, which makes it difficult even to locate the car parks. The signage seems designed to confuse and fine drivers, leading to frustration and negative first impressions for visitors.
The issue of poor transport connections extends beyond the airport itself, with complaints about the lack of efficient transport options for arriving and departing the airport. One review mentions the "piss-poor taxi pickup" experience when using Uber, indicating that transport connections to and from the airport are not seamless.
To improve its reputation, Manchester Airport needs to address these transport connection issues. This includes improving wayfinding and signage within the airport, ensuring efficient connections between terminals, and potentially partnering with transport providers to enhance arrival and departure options for passengers.
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Frequently asked questions
Manchester Airport has been ranked as the worst airport in the UK by customers on Skytrax, an airline review site. The airport scored a low average customer review of 2 out of 5.
Customers have cited long queues at check-in, security, and baggage reclaim, uncleanliness, poor customer service, and limited dining options as reasons for their dissatisfaction.
Manchester Airport has disputed the rankings, calling them "deeply flawed and misleading." They attribute the results to outdated data and a small sample size, arguing that the survey does not accurately represent the 25 million passengers who pass through the airport each year.
Manchester Airport has recruited over 3,000 additional staff since April 2022 and established a 100-strong resilience team to enhance customer service. They are also investing £1.3 billion in the transformation of Terminal 2, aiming to improve the experience for the majority of their passengers.
