- Passenger satisfaction at airports in England edged up from 8.36 to 8.39 out of 10
- East Midlands Airport had the highest satisfaction rating at 9.2 out of 10
- London Luton Airport had the lowest satisfaction rating at 7.7 out of 10
- Nearly two-thirds of passengers reported queuing for no more than five minutes at security
- Minneapolis-Saint Paul was ranked highest among mega airports in North America
Passenger satisfaction at airports across England and North America is on the rise, with shorter security queues, improved screening technology and infrastructure upgrades helping to improve the travel experience. The Civil Aviation Authority has published its annual passenger survey, finding that overall passenger satisfaction at eight of England’s busiest airports edged up in 2025.
The CAA’s report was created following interviews with around 175,000 departing passengers at eight of England’s busiest airports. The results show that passenger satisfaction edged up from an average of 8.36 out of 10 in 2024 to 8.39 out of 10 last year. Customers departing East Midlands Airport were the most likely to be happy with their experience, with passengers reporting an average satisfaction rating of 9.2 out of 10. London Luton Airport’s customers were the least satisfied with an average rating of 7.7 out of 10.
Nearly two-thirds of passengers reported queuing for no more than five minutes at security, up from 57pc in 2024 and 52pc in 2023. This follows next-generation CT scanners being rolled out at some of England’s major airports. The JD Power 2026 North America Airport Satisfaction Study reported overall satisfaction rates at mega airports up by 14 points on a 1,000-point scale. Minneapolis-Saint Paul International Airport was ranked highest in passenger satisfaction among mega airports for the third year in a row.
Tim Johnson shared “As the aviation industry continues to grow, it is encouraging to see that the level of passenger satisfaction with airports remains high. As the way passengers travel to airports changes, it remains vital that all aspects of the journey, from doorstep to destination and back, are reliable, accessible and efficient.”
