I've flown from the UK's 'best and worst' airports — I absolutely love flying from one of them

I've flown from both airports countless times
-Credit: (Image: Christopher Megrath)


A comprehensive survey carried out by consumer champion Which? ranked the UK's airports. Nearly 7,000 individuals were questioned about their airport experiences over the past year, which were ranked in 11 categories including seating, staff, toilets, queues at check-in, bag drop, passport control and security.

Liverpool John Lennon Airport clinched the top position with a customer 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, was bottom with a 51% score for terminal 2. It was particularly criticised by older visitors for its lengthy walks and insufficient seating, reports the Liverpool Echo. However, Manchester Airport informed Which? that their own passenger surveys indicate a much more positive perception of the airport.

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The airport also mentioned that it is currently investing £1.3bn on enhancements, which include shutting down terminal 1 and expanding the impressive terminal 2.

I'm a frequent flyer from both airports, and the survey results are surprising for different reasons. Liverpool John Lennon Airport continues to be one of my favourites due to its uncomplicated layout and compact size. And while Manchester has its shortcomings, I don't believe it's as poor as the reviews suggest. As a seasoned traveller, I have some insights to share about both.

The journey to the airport

Getting to any airport can be a bit of a drag. My heart goes out to those who rely on public transport for this. The trip to Liverpool John Lennon's Airport isn't the worst, but it's not exactly thrilling either. You'll pass through various towns until you hit the final stretch of the A561 road.

You'll know you've reached your destination when you find yourself amidst 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 swift drop-off and go system. The only issue I've ever had with getting to Liverpool is forgetting my headphones for the journey.

On the other hand, reaching Manchester can be a real headache. With three terminals, there's plenty of room for confusion, and the lack of clear signage doesn't help matters. Every time I drive to Manchester, I seem to end up going round in circles because I've missed my turn-off. And believe me, I do my utmost to avoid such problems.

I've driven past the nearby Radisson Hotel countless times, simply because it stands out amidst the otherwise chaotic layout. If you're planning to leave your car at one of the long-stay car parks, there's a convenient shuttle bus that will drop you off right outside the terminal. So, once you've actually arrived, things aren't too bad.

The terminals

For travellers, an airport with a single terminal can be seen as a positive aspect. There's only one location you need to be aware of, and you know exactly how to get there. Liverpool operates a single terminal, while Manchester has three.

The downside of a single terminal is, of course, that fewer terminals may restrict potential destinations. As a result, despite being a resident of Merseyside, I often find myself flying from Manchester rather than Liverpool.

There's little room for error when navigating Liverpool's solitary terminal. You simply traverse the building and reach your destination without the worry of taking a wrong turn.

However, if you're departing 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 terminal.

The aesthetic contrasts between airports are quite astonishing. Both Manchester's terminals 1 and 3, as well as the entirety of Liverpool John Lennon Airport, feel outdated.

In certain areas, such as the check-in desks, they can even appear dilapidated. You navigate through bland surroundings to find a handful of shops, cafes and restaurants at the other end. It's a dreary experience, even for those who don't mind the airport environment.

Manchester's terminal 2 is a world apart, thanks to an ambitious revamp project set for completion in 2025. It's a bright, modern space with a sprawling check-in desk that feels positively luxurious compared to its counterparts. The overhaul 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 kiosks, with staff on hand to assist if needed. This alone makes travelling from Manchester's terminal 2 a top-notch experience.

Security procedures

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, courtesy of a new scanning system. This welcome pilot scheme put Manchester ahead of the game, compared to Liverpool's seemingly outdated security system. Beyond the aesthetic differences, there are few notable distinctions 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, which is modern, bright and immaculate every step of the way.

In a nod to Manchester's iconic bee symbol, the central staircase is illuminated by neon hexagonal panels overhead.

The lounge at terminal 2 is kept spacious with floor-to-ceiling windows and a scattered seating plan. Everything from the stylish decor to the subtle overhead lighting is designed to alleviate the stress of flying.

A variety of shops offer everything you might need, from snacks to reading materials for your flight. I absolutely love flying from terminal 2.

While Liverpool's departure lounge may not boast the same modern interiors, it still offers 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 heart of the departure lounge, with gates lining the far ends of the hall. Liverpool's departure lounge doesn't try to reinvent the wheel, but it does deliver an excellent experience in a neat 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 a refresh. Any suggestions that they're terrible compared to terminal 2 should be taken with a grain of salt. They're not bad at all, although there could be more seating options.

They have all the facilities you could possibly need from a departure lounge, so you won't be left wanting.

Personal experiences

Taking a flight from LJLA is both simple and hassle-free. From arrival to take-off, the seamless experience is nothing short of outstanding, maintaining its well-deserved five-star reputation.

Every journey I've embarked upon via LJLA has been consistently positive a high standard that shows no sign of waning.

In contrast, Manchester Airport presents a rather varied experience. The daunting commute and the sprawling nature of the airport may dampen the holiday spirits for some.

Despite its tarnished reputation, I don't find it warranted. The recent spate of negative feedback, likely spurred by IT glitches and extensive queues, doesn't reflect the norm. Personally speaking, though Manchester may not compare with the creme de la creme of global travel hubs, it holds its own in terms of domestic comparisons. Yet, in my book, Liverpool leads the pack without contest.

What do the airports say about the results?

Responding to the Which? survey outcomes, Liverpool's airport management expressed their commitment to continuous improvement. John Irving, CEO of Liverpool John Lennon Airport, stated: "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."

Manchester Airport's managing director, Chris Woodroofe, expressed his pride in the airport's Faster, Easier, Friendlier ethos, which prioritizes providing passengers with a great experience. He stated: "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."

However, Woodroofe also acknowledged that there is room for improvement, particularly with the airport returning to pre-pandemic passenger levels and expecting further increases next year. He emphasized the need to continue enhancing facilities while maintaining the airport's friendly and relaxed atmosphere.

In response to the Which? report, Manchester Airport acknowledged that "not every experience is perfect" but highlighted its numerous awards and high levels of customer satisfaction. A spokesperson stated, "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."