Research and analysis

UK Border Arrivals Survey: year ending March 2026

Published 7 August 2026

Applies to England and Scotland

Executive summary

The UK Border Arrivals Survey (BAS) for the year ending 31 March 2026 shows that arrival satisfaction at the UK border overall remains consistently high (92% across January to March 2026). Throughout the year, satisfaction and dissatisfaction among arrivals have largely been driven by the speed and efficiency of the border crossing process. Respondents perceived Border Force officers (BFOs) as polite (69%) and efficient (58%), with 3% of respondents reporting they observed negative behaviours (for example, unfocused or discriminatory behaviour). Digitisation initiatives across the year, on average, showed high levels of positive arrival experience at the border, including satisfaction with border crossing experience whilst using eGates (90%), eVisas (92%) and Electronic Travel Authorisations (ETAs, 90%). Additionally, awareness among arrivals of the European Union Entry/Exit System (EES) improved from 47% in the period from April to June 2025 to 78% in the period from January to March 2026.

In contrast, confidence among arrivals in the security of the UK border declined over the most recent year from 82% during the period April to June 2025 to 75% during January to March 2026. Open-text responses suggest lower confidence is linked to wider public concerns rather than direct arrival experience, with perceptions shaped largely by external factors such as threats to the UK. Strikingly, arrivals continue to perceive strong operational delivery at the border itself, including visible checks and professional staff.

Overall, BAS findings suggest a stable and positive experience for travellers, but a growing gap between direct experience and perceptions of border security on arrival.

1. Introduction

The Home Office commissioned Ipsos UK to conduct the Border Arrivals Survey (BAS) at the UK border to monitor arrival satisfaction and perceptions of the UK border in 2025 to 2026.

This report presents trends for the year ending March 2026, covering a period of significant operational and policy change, including the rollout of Electronic Travel Authorisations (ETAs), the transition to eVisas, and the introduction of the EU Entry Exit System (EES). It focuses on key measures, including overall satisfaction with the border crossing experience and confidence in the security of the UK border.

In addition, the report examines perceptions of Border Force officer (BFO) behaviours and how increasing digitisation affects passengers’ experience at the border on arrival. These insights support operational performance monitoring and inform Home Office strategic decision-making.

2. Methodology

2.1 Data collection

The UK BAS was a quarterly, face-to-face survey conducted by Ipsos UK on behalf of the Home Office that measured arrival experiences and perceptions at the UK border.

Data collection was conducted at 11 ports of entry across England and Scotland (air, rail and maritime), selected based on arrival volume, operational feasibility and coverage of modes (air, rail or maritime). These were Birmingham Airport, Bristol Airport, Edinburgh Airport, Gatwick (North and South), Heathrow Airport (Terminals 2, 3 and 5), Leeds Bradford Airport, London Luton Airport, Manchester Airport (Terminals 2 and 3), Portsmouth Port, St Pancras International Station and Stansted Airport.

The survey used a random probability sampling approach – arrivals were systematically selected using predetermined intervals (typically every tenth arrival). Interviewers invited selected arrivals to participate in a short survey (median length of about 8 minutes), which could be completed either independently on a tablet or with interviewer assistance.

The following individuals were not eligible to participate in the survey:

• arrivals aged 15 and under
• arrivals who travelled from Scotland, Wales, Ireland, Northern Ireland, Jersey or Guernsey
• arrivals who travelled to the UK via Ireland for a connecting flight
• arrivals who had a connecting flight in the UK
• airport workers

Fieldwork was conducted in shifts from 8am to 2:30pm and from 2:30pm to 9pm across every 3 months to ensure coverage across different arrival flows in ports.

The questionnaire was structured to capture key measures, including satisfaction with the border crossing experience, confidence in border security, perceptions of BFOs and experiences of digital services (such as eGates, eVisas and ETAs). It included a mix of closed and open-ended questions and was offered in 11 languages to maximise accessibility and inclusion (see Annex).

Across the year ending March 2026, 9,636 arrivals were surveyed (Annex 1.2), with sampling stratified by port, day of week and time of day to ensure coverage of different arrival flows.

The BAS was launched to continue data collection on border experience-related topics following the closure of the arrivals section of the IPS in 2024, conducted by the Office for National Statistics (ONS). Key questions were retained where possible to support continuity of trend analysis. As a result, changes over time should be interpreted with some caution. Further details about the transition from IPS to BAS and ability to compare findings are provided in Annex 1.1.

2.2 Data processing and analysis

Home Office Analysis and Insight (HOAI) analysed the data to support Home Office ministers and officials in evidence-based decision-making and improvements to arrival experience at the border.

Before analysis, Ipsos UK completed quality assurance and processing steps, including data cleaning, consistency checks and the removal or adjustment of erroneous responses where necessary. Ipsos UK reviewed open-text responses to remove personally identifiable information and support compliance with data protection standards.

Ipsos UK weighted each quarterly dataset to make results as representative as possible of arrivals crossing the UK border. Ipsos UK used rim weighting to adjust the achieved sample of interviews to match known average arrival volumes by port, day of week and time of day, based on Border Force operational data. Rim weighting reduces the risk of over-representation or under-representation of specific groups within the sample. The weights were rescaled so the weighted sample sizes were adjusted proportionally to match the achieved sample.

HOAI analysis compared arrival experiences across key demographic and journey characteristics, such as nationality, port of entry and eGate use. Tables and charts were used to show trends over time and identify the main factors linked to satisfaction and confidence. HOAI analysed open-text survey responses using thematic coding to identify the key factors driving perceptions among arrivals of the border as either secure or insecure.

2.3 Limitations

The BAS provides indicative insights into arrival experience at the UK border; however, several limitations should be considered when interpreting findings.

The survey is conducted at a subset of ports (11 locations) with the highest arrival volumes, selected to capture a broad range of arrival flows across modes. While these ports account for a large proportion of arrivals, they are not selected through a purely statistical sampling framework and may not fully represent all UK ports. As participation was voluntary, interviewers logged 18,246 refusals to take part in the survey (see Annex 1.2 for all counts) across the year. Of these refusals, the most common reason given was that the individual was “too busy” (80%), while 5% (967) of refusals were due to language barriers. Although the survey is available in 11 languages, the most frequently requested languages that are not available are Portuguese and Arabic.

Data collection was conducted during operationally feasible periods between 8am and 9pm, meaning some journeys (for example, late-night arrivals) may be underrepresented.

Finally, comparisons with previous IPS data should be treated with caution due to differences in survey design, question wording and coverage (see Annex 1.1 for further information on IPS).

3. Findings

Findings broadly present a positive picture of arrival experience during a time of significant change to services.

3.1 Satisfaction: Arrival satisfaction at the border has consistently remained high

Overall satisfaction with the border crossing process has remained consistently high, with 90% of respondents satisfied in quarter 2 2025 (March to June), 89% in quarter 3 (July to September), 89% in quarter 4 (October to December) and 92% in quarter 1 2026 (January to March). On average, UK nationals, European Economic Area (EEA) nationals and B5JSSK nationals (Canada, USA, New Zealand, Australia, Japan, Singapore and South Korea) have all reported 90% overall satisfaction with the border crossing experience aligning with total average satisfaction. Across all 4 quarters, satisfaction and dissatisfaction were primarily shaped by the speed and efficiency of the border process.

Figure 1: Satisfaction with border crossing experience at the UK border from January 2021 to March 2026

Key events during this time period:

• ETA launched in October 2023
• communications advised those with expiring Biometric Residence Permits (BRPs) to create UK Visas and Immigration (UKVI) accounts to access eVisas in March 2024
• ETA rolled out to B5JSSK countries and rest of the world (RoW) in November 2024
• BRPs expired in December 2024 (usage allowed until June 2025) prompting eVisa usage
• ETA rolled out to EU and EEA countries in April 2025
• ETA enforced for all countries in February 2026

3.2 Confidence: Arrival confidence in border security has dropped in recent quarters

Confidence in the security of the UK border has declined in recent quarters, from 82% in quarter 2 2025 to 75% in quarter 1 2026. Respondents who lacked confidence mostly cited external influences, such as threats to the UK, rather than direct experiences at the border. Respondents who said they were confident in the security of the UK border mostly mentioned direct experiences influencing perceptions of security, such as the quality and number of checks at the border, and professionalism of BFOs.

Figure 2: Confidence that the UK border is secure from January 2021 to March 2026

Key event during this time:

• EES launched in October 2025

3.3 Border Force officer behaviour: BFOs are seen to demonstrate behaviours valued by arrivals

Overall, respondents reported overwhelmingly positive interactions with BFOs. In March 2026, among those who used a passport control point (PCP), the most commonly observed behaviour was BFOs being polite or considerate, reported by 71% of respondents. This was followed by fast and efficient checks, reported by 57%. Across the year, 3% of respondents who used a PCP reported observing negative behaviours by BFOs (such as discriminatory behaviour).

Figure 3: Behaviours most observed by arrivals at the UK border

Additionally, efficient checks were the most valued BFO behaviour in quarter 1 2026 (January to March), selected by 57% of survey respondents, compared with 40% who valued polite behaviour.

Figure 4: Behaviours that are most valued by arrivals at the UK border

3.4 Digitisation: Arrivals show high awareness of EES and satisfaction with digital products at the UK border

Satisfaction with the border crossing experience among eGate (automated passport control gates) users has remained consistent over time (from 91% in quarter 2 2025 to 92% in quarter 1 2026) and is similar to satisfaction levels reported by arrivals who did not use eGates (from 91% in quarter 2 2025 to 96% in quarter 1 2026). This suggests that arrivals satisfaction with the overall border crossing process remains high, irrespective of digitisation. FastTrack users (arrivals with access to priority lanes at some airports) also report high levels of satisfaction with the service (93% in quarter 2 2025 to 95% in quarter 1 2026).

Figure 5: Arrival satisfaction with digital permissions

Arrival satisfaction with digital permissions at the border remains high, with 88% of ETA users and 86% of eVisa users rating the use of ETAs and eVisas at the border as ‘excellent’ in quarter 1 2026. Respondents to this question were arrivals who applied for an ETA or eVisa before travelling to the UK and the question solely focused on their experience using their digital permission while crossing the border.

Figure 6: Overall satisfaction among arrivals with digitisation

* There will be overlap in the samples between these 3 groups, as passengers arriving via non-digital routes may still use eGates and FastTrack services.

Overall satisfaction remained high across both digital and non-digital routes, with 92% satisfaction among non-digital users, 92% among eGate users, and 95% among FastTrack service users in quarter 1 2026. Furthermore, among eGate users, the majority reported no improvements were needed, increasing from 77% in quarter 4 2025 to 80% in quarter 1 2026.

Figure 7: Awareness among arrivals of the EU EES

Awareness of the EU EES has increased over time, rising from 47% in quarter 2 2025 to 78% in quarter 1 2026. Respondents to this question were British nationals.

Annex

A1.1 IPS to BAS

From January 2021 to June 2024, the Home Office sponsored a set of questions about the border crossing experience in the International Passenger Survey (IPS) conducted by the Office for National Statistics (ONS). The UK Border Arrivals Survey (BAS) was set up following the closure of the arrivals section of the IPS in June 2024. Key IPS questions were continued in the BAS with some changes to the preamble to questions, question wording and response options. Key questions retained from IPS relate to satisfaction with the border crossing experience and confidence in the security of the UK border. The BAS included additional questions regarding arrival perceptions of Border Force officer behaviours, as well as eGate experience and feedback. For more information on IPS, please visit the ONS website.

The BAS took place in fewer ports (11) than the IPS, retaining major ports. This may impact the comparability of findings. Heathrow Airport was not included as a survey location in the BAS until quarter 3 2025.

Languages available for the survey: English, Bulgarian, Chinese (Simplified), French, German, Hindi, Italian, Lithuanian, Polish, Romanian, Spanish.

A1.2 Responses information

Quarter	Total arrivals approached	Completed responses	Refusals	Response rate
Q2 2025	6,647	2,498	4,099	38%
Q3 2025*		2,479	7,026
Q4 2025	5,385	2,346	3,708	44%
Q1 2026	5,713	2,313	3,413	40%

* For quarter 3, interviewers prioritised recording reasons for refusals. As a result, approach counts were not consistently recorded and have therefore been excluded.

A1.3 Satisfaction

Overall satisfaction measures experiences of UK Border Control among arrivals, including checks and customs processes. Across the year ending 31 March 2026, speed and efficiency were the most frequently reported drivers of both satisfaction and dissatisfaction with the border crossing experience. Satisfied respondents most commonly cited short queues, quick processing times and efficient checks. Those who were dissatisfied most commonly cited delays and queue lengths.

When interpreting long-term trends, users should note that satisfaction levels between June 2021 and June 2022 were affected by the introduction of a ‘no contact with Border Force’ response option in the IPS. There is a discontinuity in the time series between July 2024 and March 2025 owing to the closure of the IPS and implementation of the BAS.

Further information on satisfaction reporting from Figure 1:

1. Nationality cohorts: UK Nationalities, EEA Nationalities, B5JSSK Nationals, Visa Nationals, Non-Visa Nationals.
2. The proportion of arrivals saying they were satisfied dipped between June 2021 and June 2022 due to adding a ‘no contact with BF’ response option.
3. B5JSSK countries include: Citizens of the USA, Canada, New Zealand, Australia, Japan, Singapore and South Korea.
4. BRPs (Biometric residence permits) – people with BRPs expiring on 31 December 2024 with permission to enter or remain in the UK past that date, to create a UK Visas and Immigration (UKVI) account to access their eVisa; Home Office emailed those with physical immigration doc (BRP) to create a UKVI account to access eVisa.
5. There is no data for July 2024 to March 2025 due to the end of the IPS and set up of the new UK BAS.

Questions used in this section

1. UK BAS: Overall, how satisfied or dissatisfied were you with your experience at UK Border Control today?
2. IPS: ‘Overall, I was satisfied with my experience at UK Passport Control.’ How far do you agree?

A1.4 Confidence

Confidence levels measure respondents’ perceptions of the security of the UK border overall, both how confident respondents are and the factors driving perceptions of security or insecurity.

Perceptions of security drivers have consistently been:

1. Secure drivers: perceptions of quality and number of checks at the UK border, visibility and professionalism of BFOs, and robust border system controls. These are likely to be mentioned by younger, female, UK national respondents.
2. Insecure drivers: perceptions of threats to the UK and border vulnerabilities. These are likely to be mentioned by older, male, UK national respondents. Additionally, these responses primarily focused on external influences such as threats to the UK, as opposed to their experience at the UK border.

Secure and insecure perceptions of border security were measured using thematic analysis in NVivo of the free-text responses from BAS participants. Analysis was conducted by coding each response against a code frame that followed ‘Secure’ > ‘Capabilities’, ‘Emotional response’, ‘Personal experience’, ‘Efficiency at the border’, ‘International comparison’, ‘Media coverage’, ‘Other’. The most frequently referenced parent code across all 4 quarters was ‘Capabilities’ with the key drivers being ‘Quality and number of checks’, ‘Professionalism and visibility of Border Force’.

Insecure responses were coded following ‘Not secure’ > ‘Threats’, ‘Border vulnerability’, ‘Capability limitations’, ‘Media coverage’, ‘Border policy’, ‘Other’. The most frequently mentioned factor was ‘Threats’ to the UK and respondents mostly cited ‘Illegal migration’ as the key driver of insecure perceptions of the UK border.

Questions used in this section

1. IPS: ‘I am confident that the UK Border is secure.’ How far do you agree?
2. UK BAS: In general, how confident, if at all, are you that the UK Border is secure?
3. UK BAS: Why do you think the UK border is secure?
4. UK BAS: Why do you think the UK border is not secure?

A1.5 BFO behaviour

Questions used in this section

In general, which of the following, if any, do you value most from UK Border Force officers? Select up to 3 options:

• fast and efficient security checks [this includes passport checks and customs checks]
• thorough with security checks [this includes passport checks and customs checks]
• being polite / considerate towards travellers’ needs
• being respectful towards travellers
• being helpful towards travellers
• providing useful information for example, on waiting times or border processes
• other (specify)
• none of the above
• don’t know
• prefer not to say

Which of these behaviours, if any, did you experience or observe from UK Border Force Officers today?

• being polite / considerate towards you or people you travelled with
• fast and efficient security checks
• thorough with security checks
• provided useful information
• being disengaged or unfocused with security checks
• disrespectful behaviour towards you or people you travelled with
• discriminatory behaviour towards you or people you travelled with
• none of the above
• don’t know
• prefer not to say

A1.6 Digitisation

Digitisation covers eGates, FastTrack, ETA and eVisa digital products, and EES.

Questions used in this section

1. Satisfaction with ETA and eVisa products:

   • weighted base of respondents who used an ETA, eVisa
   • Thinking about your experience of using the eVisa / ETA when checking-in or travelling through the border today, how would you rate the service of using these products to cross the border?
   • this measure captures satisfaction with the use of digital permissions (ETAs and eVisas) during the travel and border crossing process among arrivals who reported using these products

2. Overall satisfaction with digitisation:

   • non-digital arrivals that did not use a digital permission to cross the UK border: Overall, how satisfied or dissatisfied were you with your experience at UK Border Control today?
   • non-digital refers to arrivals with a paper visa and those who do not require a UK visa or ETA to enter the UK (for example, pre-settled status, settled status, GBR national)
   • eGate users: Overall, how satisfied or dissatisfied were you with your experience at UK Border Control today? Base of eGate users’ overall satisfaction at UK Border
   • this measure compares overall satisfaction with the border experience between arrivals using digital routes (such as eGates) and those using non-digital routes, to assess the impact of digitisation on the customer experience