Doncaster Sheffield Airport Tops 'Which?' UK Customer Satisfaction Survey

Doncaster Sheffield Airport has topped an independent national survey for customer satisfaction. Sheffield City Region's airport was ranked joint top in the annual Which? member survey of UK airports after scoring an impressive 85 per cent customer score.


Which? assessed 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. Doncaster Sheffield Airport achieved five-star ratings in four key categories, specifically around queues, space around security, seating provision and distance to boarding gates. It was the highest placed airport in the north of England after finishing top alongside a southern English airport in the national rankings.

Steve Gill, managing director of Doncaster Sheffield Airport, said: “This is excellent news. We are developing a credible track record for delivering exactly what passengers want from their regional airport over a number of years.

“It’s been a tough time for the aviation industry, but Doncaster Sheffield Airport has continued to expand, with a growing customer base, expansion of existing routes and adding new destinations, and this is down to listening to our customers and taking their feedback seriously.

“The surveys are a good pointer to showcase we are doing things right, however, it is returning customers and regular repeat business which is a true indicator that our expected high levels of customer service are being achieved.”

In 2012, Doncaster Sheffield Airport won the Best Small Airport in a Which? survey. More than 8000 members were asked to rate their satisfaction with and likelihood to recommend a UK airport they had used in the previous 12 months.  It has consistently been in the top three of this same award for the last six years and also previously won Best Airport at the Customer Service Awards by Holiday Extras and Thomson Airways, Going for Gold.

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.”