Summary This publication covers passengers’ experiences of security screening at five UK airports: Heathrow, Gatwick, Stansted, Luton and Manchester…
This publication covers passengers’ experiences of security screening at five UK airports: Heathrow, Gatwick, Stansted, Luton and Manchester. It is based on a short set of questions included in the Civil Aviation Authority Passenger Survey during 2011.
- Over 90 per cent of passengers at each of the four airports surveyed in 2011 said they were very or fairly satisfied with their experiences at security screening
- The aspects of security screening with which passengers were least satisfied were:
- queuing (mentioned by 7%)
- removal of shoes (6%)
- restriction of liquids (5%)
- The majority of passengers (68%) said there was no aspect with which they were least satisfied
- The average time spent passengers said they spent queuing for security screening ranged from 5.1 minutes at Manchester to 8.3 minutes at Stansted
- Overall, 13% of passengers at these four airports said they did not have to queue, over half (56%) said they queued for 5 minutes or less and 10% said they queued for over 10 minutes
- The majority of passengers (89%) agreed that any inconvenience caused by the security screening was acceptable
- Among the three airports which have been surveyed in each year since 2008 (Heathrow, Manchester and Stansted), levels of satisfaction have improved at Heathrow over this period, but stayed more or less the same at Stansted and at Manchester, which has had consistently high levels of satisfaction. At Gatwick, which was surveyed in 2009 and 2011, levels of satisfaction have improved over this period
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