We strive to offer all passengers the very best in customer service. Whether it is the airport’s facilities, or the processes or the staff, all are working towards the continual development of the Southampton Airport customer experience. With an increasing number of passengers travelling through our airport, we are challenged to maintain the easy, fast and friendly qualities that the airport is so well known for.

Passengers are among our most important stakeholders and ensuring a good customer experience for the people who visit is vital to the long-term success of our business.

Every effort is made by our staff and the airlines to ensure that all passengers, including those with special needs, enjoy a seamless travel experience. Our staff pride themselves in providing assistance that meets the needs of each individual.

There have been many improvement projects undertaken with the objective of making the passenger experience at Southampton Airport as easy, fast and friendly as possible. Excellent customer service is key to the airport and meeting customers needs through its facilities is just one way that this is achieved.

We continually research customer perceptions through our Quality of Service Monitor (QSM) survey, which involves interviews with more than 3,500 passengers per year. The feedback we receive is used to prioritise investment in our facilities and in the discussions we have with our many businesses that contribute to the passenger experience.

Additionally, we aim to ensure that at least 95% of departing passengers wait no more than five minutes when processing through security at the airport.