Passenger experience

Giving our customers what they want and expect as they pass through one of our airports is our main priority. Airport congestion and increased security requirements mean the passenger experience is not always as we would wish it to be. However we are working hard to ensure airport users have a positive experience when travelling through our airports.

We have always screened every member of public and staff entering restricted areas. Additional security measures has meant that this process has become slower, however we have recruited additional security guards and nearly half of our employees now work in security. Through our communications campaigns passengers are now more aware of what they can and can't take in their hand baggage.

We are also investing in our airports, developing new facilities and replacing and refurbishing existing infrastructure, to create a more efficient and pleasant environment for passengers.

For more information please see the passenger experience section of our corporate responsibility report.