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Shorter queues top list of traveller

Lengthy queues at the check-in counter have been revealed as one of the biggest bug bears for airport passengers, according to recent research by the Association of British Travel Agents (ABTA), with reduced wait times a priority for more than half (52%) of those surveyed.

The research, examining the factors that would improve passengers' journeys through an airport, also revealed that speeding up the security process would also help 48% of travellers raise a smile as they head off on holiday.

As well as cutting lengthy queues those holidaymakers questioned were also keen to enhance their overall airport experience with the quality and comfort of departure/gate lounges (35%), the quality and variety of food/catering on offer (29%) and the quality and variety of retail shops on offer also high up on the priority list.

Further facilities that would help to keep passengers happy before they board their flight include facilities for families/children (25%), access to Wi-Fi (20%), the quality/availability of public transport access to the airport (29%) and the friendliness of airport staff (33%).

Commenting on the findings, Mark Tanzer, CEO ABTA said: "This research confirms that for many passengers, the airport experience is the first part of their holiday or trip abroad and they don't want to spend it in a queue. Improvements to check-in and security times would allow them to plan their journeys better, shorten door-to-door journey times and help avoid a stressful last-minute rush through the airport. As airports are reviewing their landing charges and fees, they must ensure that these can be justified and that they invest in areas that will deliver benefits that passengers will value. It's clear from this research that British passengers value efficiency, convenience and good service and want to see their airports deliver this."

What improvements would you like to see in the quality of service offered by airports in the UK? If you are heading off on holiday from a UK airport this year, it is important to secure travel insurance to ensure you are covered in event of an emergency.

Date Created: 04 March 2013

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