I always fly from UK's best and worst airports — getting to one is enough to put people off their holiday
A survey carried out by consumer champion Which? ranked the best and worst airports in the UK. The 7,000 participants who shared their experiences were asked to rate airports on 11 different aspects, including seating, staff, toilets, queues at check-in, bag drop, passport control and security.
Liverpool John Lennon Airport emerged as the top choice with a customer satisfaction score of 81%. Travellers appreciated the swift and straightforward experience, while the passenger lounge received commendation for its relaxed atmosphere. On the other hand, Manchester Airport, located nearby, found itself at the bottom of the rankings with a score of 51%. The airport was particularly criticised by older guests for its lengthy walks and insufficient seating, reports the Liverpool Echo.
In response to the feedback, Manchester Airport informed Which? that their internal passenger surveys indicated a more positive perception of the airport.
As a frequent flyer from both airports, I find the results surprising for various reasons. Liverpool John Lennon Airport continues to be one of my favourites due to its uncomplicated layout and compact size. And while Manchester does have its shortcomings, I don't believe it's as bad as the reviews suggest. I have some thoughts to share on both of them. dfdf
The journey to the airport
Getting to any airport can be a bit of a drag. My heart goes out to anyone who has to rely on public transport for this. The trip to Liverpool John Lennon's Airport isn't the worst in the world, it's just a bit dull. You'll pass through various towns until you hit the final stretch of the A561 road.
You'll know you've arrived when you see barren land and wire fencing. There's one car park where you can stop and stay for a fee, and another smaller one to the far right of the airport that offers a quick drop-off and go system.
I've never had an issue with getting to Liverpool, except when I've forgotten my headphones.
On the other hand, getting to Manchester is a complete nightmare. With three terminals, there's plenty of room for mistakes, and the lack of clear signage only adds to the confusion.
Every time I drive to Manchester, I end up going round in circles because I've missed my turn-off. And believe me, I do my best to get there without any hitches.
I've driven past the nearby Radisson Hotel countless times simply because it's the only distinctive landmark in an otherwise chaotic layout. If you're planning to leave your car for a while at one of the car parks, there's a handy shuttle bus that will drop you off right outside the terminal.
So, once you've actually made it there, it's not too bad.
The terminals
Operating a single terminal is a boon for flyers, as it simplifies the process. There's only one place you need to be, and you know exactly where it is and how to get there.
Liverpool operates on this model with one terminal, while Manchester has three.
However, the downside of fewer terminals is that it can limit potential destinations. As a result, despite being a resident of Merseyside, I often find myself flying from Manchester more frequently than Liverpool.
There's little room for error when visiting Liverpool's lone terminal. You navigate through the building and reach your destination without the worry of taking a wrong turn.
However, if you're flying from Manchester and realise you're at terminal 1 when you should be at 3, your entire holiday could be thrown into chaos. The best you can hope for is that you've arrived early enough to dash to the correct location.
The aesthetic differences between airports are quite striking. Manchester's terminal 1 and 3, along with the entirety of LJLA, feel somewhat outdated. In certain areas like the check-in desks, it can even feel a bit dilapidated. You traverse through bland surroundings to find a handful of shops, cafes and restaurants at the other end.
It's a rather dreary experience, even for those who don't mind the airport environment.
Manchester's Terminal 2 is a different kettle of fish altogether, thanks to an ambitious revamp project set to be completed by 2025. It's a bright, modern space with a sprawling check-in desk that feels positively luxurious compared to its counterparts.
The project has ushered in new technology, extensions and a more vibrant atmosphere. Passengers have the option to check their own bags and drop them off at the kiosks if they wish, and there are staff on hand to assist if needed. This alone makes travelling from Manchester's Terminal 2 the best visitor experience possible.
Going through security
Both Liverpool John Lennon Airport (LJLA) and Manchester Airport (MAN) offer similar security experiences. You place your bags, shoes and personal items into a plastic tray and collect them at the other end.
When I flew from Manchester in March, the airport had done away with the need to remove liquids from your bag thanks to a new scanning system. This welcome pilot scheme put Manchester ahead of the game in what felt like an outdated security system still in use at Liverpool. Beyond the aesthetic experience, there are few differences between the two airports.
The departure lounges
Once again, Manchester's Terminal 2 sets the bar high. The transformation project extends all the way to the farthest reaches of the departure lounge, and every step of the journey is modern, bright and immaculate. In 'true' Mancunian style, the central staircase is illuminated by neon hexagonal panels overhead, symbolising the city's iconic bee.
The lounge is kept spacious with floor-to-ceiling windows and a scattered seating plan. Everything from the stylish decor to the subtle overhead lights helps alleviate the stress of flying. A variety of shops offer everything you need, from snacks to in-flight reading materials. I absolutely love flying from terminal 2.
Liverpool's departure lounge may not have the same modern interiors, but it still provides a very pleasant experience. Its compact size and single corridor layout make it easy to navigate. Once you've passed security, you're right in the middle of the departure lounge, with gates lining the far ends of the hall. Liverpool's departure lounge doesn't try to be innovative.
It's an excellent example of how to deliver a fantastic experience in a tidy package. Manchester's terminals 1 and 3 are somewhat hampered by their age. There's nothing inherently wrong with them, they just need a bit of sprucing up. The notion that they're terrible compared to terminal 2 should be taken with a grain of salt. They're not bad at all, except for the lack of seating options. They have all the facilities you could possibly need from a departure lounge, so you won't be left wanting.
Personal experiences
Departing from Liverpool's John Lennon Airport (LJLA) is always a breeze; passengers can glide through with negligible fuss, quickly reaching their departure gate. High praise is due for LJLA, which consistently earns five-star commendations, living up to them every time I depart from there it's an experience I've come to expect and one that shows no sign of diminishing.
Conversely, Manchester Airport presents a convoluted tale. The trek to get there coupled with its sprawling nature could dampen the holiday spirit of many. But is it fair, the bad rap it gets? Probably not fully justified.
I reckon the barrage of bitter reviews may stem from the tech meltdowns and the ensuing dramatic queues that hit headlines, yet these arent everyday scenes. From my point of view, luxury isn't too strong a word for Manchester when you look at other airports around Britain, although, for me, LJLA still takes top spot.
What did the airports say?
In response to the Which? survey results, Liverpool's pride shone through. Nonetheless, they pledged to continue honing their facilities and services.
CEO of Liverpool John Lennon Airport, John Irving expressed his delight: "To be named as the UK's number one airport by travellers is a tremendous accolade once again for the Airport and something all who work here are incredibly proud of, with all the hard work put in by our staff, alongside our dedicated third-party operators, paying dividends."
The airport's managing director said: "Everyone who works here understands the importance of our Faster, Easier, Friendlier ethos, focused on giving our passengers a great airport experience. To hear such positive feedback from our customers and gain this recognition for the second consecutive year, is testament to the commitment from all our colleagues day in day out at the airport."
The airport's boss added: "As ever, we know we can't rest on our laurels. We are back to pre-pandemic levels of passenger numbers and set to see further increases in passenger numbers next year, so will need to continue to improve facilities and maintain the friendly, relaxed experience that this airport is renowned for."
A Manchester Airport spokesperson said: "Manchester Airport is proud to give people in all parts of the North easy and affordable access to nearly 200 different destinations across the world. We know our nearly 30m passengers value the fact we make it possible for them to fly directly to places they otherwise wouldn't be able to, whether that is for business or leisure, to study or visit friends and family."
"We also know they value an experience that caters for all needs, tastes and budgets, and through our £1.3bn Manchester Airport transformation programme we are creating world-class facilities that give them just that. Due for completion next year, it is already winning awards and receiving high levels of customer satisfaction."
"We understand not every experience is perfect and want all passengers to feel able to raise their concerns directly with us. That is why we speak to them on a daily basis, surveying hundreds of people a month to get in-the-moment feedback from a full range of perspectives. That is in stark contrast to Which? , which conducted a tiny and unrepresentative survey of its members six months ago, asking them to recollect airport experiences that could have been as far back in time as April 2023."