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Manchester Airport Faces Continued Criticism in Annual Survey
Manchester Airport has once again found itself at the bottom of a national ranking for the fourth consecutive year, according to the Which? airport survey. This year’s poll, which gathered feedback from 5,789 British travelers, evaluated airports across 10 key categories, including security queues, seating, and the range and quality of shops and food outlets. Manchester Terminal 3, the main terminal used by Ryanair, received just one star in several of these areas.
Passengers have repeatedly voiced their frustrations with the airport’s infrastructure. One traveler noted that the terminal is not equipped to handle the high volume of passengers brought in by Ryanair. “It’s impossible to get a drink or something to eat, but much worse than that – there is nowhere to sit,” they said. The lack of adequate seating and limited options for food and shopping have been significant pain points for many travelers.
In addition to operational challenges, Manchester Airport has also faced public unrest. In July, a man was found guilty of attacking two female police officers during a violent disturbance at the airport in 2024. The incident went viral on social media and led to two nights of protests in Rochdale and Manchester. Earlier this year, it was revealed that Manchester Airport ranked as the second-worst in the UK for flight delays in 2024, according to data from the Civil Aviation Authority. On average, flights from Manchester depart over 20.3 minutes late, slightly behind only Gatwick Airport, which had an average delay of nearly 29 minutes.
Other terminals at Manchester Airport also performed poorly in the survey. Terminal 1 came in second to last, with complaints about overflowing toilets and general cleanliness. Terminal 2 placed fourth from the bottom. Meanwhile, London’s lowest-scoring airport was Luton, which ranked third from the bottom. Luton received one star for seating, shop prices, and food outlets, while other London airports like Stansted and Heathrow Terminal 3 also scored low.
All London airports, except London City, received only one star for prices in shops and food outlets. Despite these challenges, some airports managed to perform better. Exeter Airport was named Britain’s best, scoring five stars in categories such as customer service, check-in systems, toilets, bag drop, and security queues. However, due to its smaller size, it received only three stars for the range of shops and restaurants.
Liverpool John Lennon Airport, which has rapidly expanded to serve five million passengers annually, came in second place. Travelers praised its efficiency and hassle-free experience. London City Airport was the only one to receive five stars in all queue categories, though it was rated only three stars for its toilets and retail options.
Rory Boland, editor of Which? Travel, highlighted the stark contrast between well-performing airports and those that leave travelers feeling frustrated. “While some airports show that the few hours before your flight can be an enjoyable start to a holiday, others are an endurance test as passengers feel more like cattle herded from expensive shops to overpriced bars and restaurants,” he said. He encouraged travelers to consider both their airline and airport when booking flights, as the choice could significantly impact their travel experience.
Manchester Airport’s managing director, Chris Woodroofe, defended the airport’s efforts, noting that it serves more passengers than ever before. He pointed to the £1.3 billion transformation program that has created a world-class Terminal 2 and plans to invest significantly in Terminal 3 starting this year. He also mentioned that customer satisfaction has improved over the past four years.
Meanwhile, Rome Fiumicino Airport was recently crowned the best in Europe for the seventh consecutive year. Its recent launch of Europe’s largest solar farm, which reduces over 11,000 tons of CO2 annually, along with a data-driven management approach, contributed to its success.
As air travel continues to grow, airports must adapt to new challenges, including security, operations, staff wellbeing, and environmental goals. With passenger numbers expected to rise in 2025, the pressure on airports to improve services and facilities will only increase.