Exeter ranked among the best airports for customer service in Which? survey
Exeter Airport’s focus on customer service has helped it gain a coveted ‘Recommended Provider’ status from leading consumer organisation Which?
The airport is among just eight to secure the award from Which? in its annual survey involving 7,000 Which? members rating their satisfaction at 35 UK airports.
All the ‘Recommended Provider’ accolades went to airports in the small airports category (fewer than 4 million passengers per year) leading Which? to conclude that small airports are, on average, providing a better experience than larger ones.
Exeter Airport’s survey customers gave maximum five star ratings for check-in and baggage reclaim – two areas where the larger airports fared particularly badly.
The vote of confidence from Which? comes in the same week Exeter Airport announced it is on course for another year of growth following last year’s 6% increase – the first in six years – in passenger numbers to 740,000 and further growth in the first half of 2014.
It is also just over a year since Exeter Airport was acquired by Regional & City Airports, the airport management division of Rigby Group plc, which recently bought Norwich International Airport, which also features in the top 10.
Sir Peter Rigby, founder, CEO and chairman of Rigby Group, said: “This rating is very welcome and reflects the overall commitment of Rigby Group to ensuring excellent customer service and the best possible passenger experience as we focus on cementing Exeter’s position as the gateway airport to the South West and a real driver for economic growth.
“There is a clear trend recognised within the Which? survey for smaller airports to be able to deliver a significantly better passenger experience than larger airports. This supports Rigby Group’s own recognition of the value of regional airports both to their customers and their local economies.”
Matt Roach, managing director of Exeter Airport, added: “The airport is continuing to invest in a range of facilities and passengers will start to see a number of improvements in the build up to the launch of the London City service. We therefore hope to further improve the customer experience ahead of the next Which? survey.”
The Which? survey was conducted ahead of a bank holiday get-away and rated airports on areas that matter the most to consumers, including pick-up and drop-off, seating provision, queues at security, passport control and baggage reclaim.
Which? executive director Richard Lloyd, said: “The message from travellers is clear – larger airports continue to let people down on the basics, from baggage reclaim to food outlets. People deserve an enjoyable break without any stress, so we want to hear from consumers so that we can help to stop the holiday hassles.”
The organisation launched its Stop the Holiday Hassles campaign because it believes that people deserve to have an enjoyable, stress-free break.