Luton has been rated the worst airport in the UK.
Consumer group Which? highlighted “disastrous customer service, queues at passport control and poor facilities” at the airport.
Luton received a “dismal” customer satisfaction score of 35% in a Which? annual airport survey.
The survey was based on 11,265 passenger visits to UK airports, taking into account everything from the queues at bag drop to the cleanliness of toilets.
Stansted and Manchester Terminal 3 both received just one star for passport control and security queues – even worse than Luton.
They also finished joint second from bottom overall in the survey with a customer score of 44%.
Doncaster Sheffield airport was rated the best with a customer score of 87%.
Passengers praised the Yorkshire airport’s short queues, excellent facilities and speedy baggage reclaim process.
Southend followed closely behind with a customer satisfaction score (84%).
The airport’s efficient queues through bag drop, security and passport control earned high praises from passengers and it was ranked as the top London-area airport.
Birmingham gained the best overall score of the larger airports (61%).
Heathrow Terminal 5 had an even better score than Birmingham with a customer score of 63%.
But passenger experiences at the UK’s largest airport very much depended on which terminal they used.
Heathrow Terminal 3 was the worst rated, with an overall customer score of 55%. Passengers were not impressed by queues at passport control or the limited range of shops and restaurants.
A Luton airport spokesman said the survey represented a fraction of passengers and that 70% of people it polled were “happy with their experience”.