87% of departing UK air passengers were satisfied or very satisfied with their security screening experience in 2023, according to a recently released Civil Aviation Authority (CAA) survey.
The CAA’s 2023 survey was the first since 2019 to ask passengers about the airport’s security screening process. The findings published last week (Oct. 23) represent a marginal improvement on pre-pandemic figures, since passenger satisfaction had previously remained at 85% every year from 2016-2019.
3% of passengers were dissatisfied or very dissatisfied in 2023 versus 4% in 2019.
The CAA’s Departing Passenger Survey compiled data from 5 UK airports: Gatwick, Heathrow, Luton, Manchester and Stansted. Passengers were asked “How satisfied are you with your experience of the security screening used at the airport today?”
Heathrow passengers were the most content, with 89% identifying as satisfied or very satisfied with the security process. Gatwick, which led in passenger satisfaction in 2019, followed closely behind at 88% satisfaction. Passengers departing Stansted were the least pleased, with only 82% of respondents identifying as satisfied.
UK residents were happier than foreign visitors and the youngest surveyed group (aged between 16 and 25) was the most satisfied. There was minimal variation between female and male respondents.
What made passengers unhappy during security screening?
The survey also asked passengers with which aspect of the security screening experience they were least satisfied. Though most (78%) respondents listed no area of dissatisfaction, a small proportion (5%) were bothered by queuing, the slow speed of screening (3%), and the general organisation of the process (3%).
Most passengers (52%) reported waiting to be screened for 1 to 5 minutes, but 35% said they waited over 10 minutes (compared to 36% in 2019).
Overall, passengers agreed (52%) or strongly agreed (38%) that any inconvenience caused by the security screening was acceptable. This 90% majority represents a small decrease since 2019, when 92% of passengers said such inconveniences were acceptable.
How was the passenger satisfaction survey conducted?
CAA interviewers posed the security screening questions to a sample of over 13,000 passengers at airport departure gates throughout 2023. The screening process includes x-ray baggage scanning, the metal detector, and body and hand luggage checks.
Leeds Bradford and London City airport travellers were included in the CAA’s 2019 survey, but not the 2023 survey. Responses of “No answer” and “Don’t know” are also excluded from the CAA’s results. Per CAA methodology, findings are based on weighted figures to better represent the passenger population.
With the UK’s largest airport facing record-breaking passenger numbers this year, it remains to be seen whether security screening satisfaction will stay on this upward trajectory in 2024.
Have you been happy with airport screening processes recently? Let us know what you think in the comments below!
