Passengers’ backing
Mar 31 2009 by Paul Gannon, Evening Gazette
DURHAM Tees Valley Airport (DTVA) has been named in the top ten UK airports for customer satisfaction.
In a survey by Which? Holiday magazine, the airport achieved a customer score of 65% - ahead of Newcastle International (60% in 12th place) and Leeds Bradford (55% in 22nd).
DTVA also scored the maximum five star rating for overall airport experience - which includes airport design and attitude of staff - and the time it takes to clear security.
Kerry Quinn, DTVA director, said the results represented “a strong vote of confidence” from passengers.
“We are constantly looking at ways in which we can make the ‘airport experience’ even better,” she said.
“As we continue to expand - as we surely will in the years ahead, despite the current economic difficulties - we aim to improve in all areas, including, for example, providing more shopping facilities.”
Not surprisingly, perhaps, Which? Holiday said the survey showed that passengers preferred the experience of flying from smaller regional airports.
Heathrow and Gatwick rated as the top two worst airports for customer experience.
The magazine’s editor Lorna Cowan said: “It is well worth looking into the routes offered from smaller airports when planning a holiday to short-haul destinations.”
Blackpool came top of the list with a customer score of 80%, while London Heathrow’s Terminal 1 propped up the rest with a woeful 31%.
Both North and South terminals at Gatwick, and Heathrow’s Terminals 2, 3 and 4 were in the bottom six.
Other airports within DTVA owner Peel Group - Liverpool John Lennon Airport and Robin Hood Airport Doncaster Sheffield - scored 54% (23rd place) and 76% (3rd) respectively.
