Results from questions about experiences of security screening included in the CAA Passenger Survey at selected UK airports in 2013.
- 93% of air passengers surveyed said they were very or fairly satisfied with their experiences at security screening with 68% saying they were very satisfied. Only 3% said were very or fairly dissatisfied.
- the aspects of security screening with which passengers were least satisfied were:
- queuing (cited by 6%)
- slow speed of processing (5%)
- removal of shoes (4%)
- restriction of liquids (3%)
- the majority of passengers (74%) said there was no aspect with which they were least satisfied
- the average time passengers said they spent queuing for security screening was 6.8 minutes, ranging from 3.3 minutes at Glasgow to 9.0 minutes at Stansted
- the majority of passengers (91%) agreed that any inconvenience caused by the security screening was acceptable
- at the five airports (Heathrow, Gatwick, Stansted, Luton, Manchester), which were surveyed in 2011 to 2013, overall satisfaction was 93% in each of these years, with a slight increase in satisfaction at Gatwick and Stansted balanced out by a slight fall at Manchester and Luton
- average queuing time, as estimated by passengers, has fallen slightly at Gatwick since 2011 but increased at the other four airports
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