It’s official – East Midlands Airport customers have the highest satisfaction
East Midlands Airport’s customers are the most satisfied with their experience, according to official data from the Civil Aviation Authority (CAA).
The popular travel hub topped the charts for customer satisfaction last year in an annual survey carried out by the CAA, scoring 9.2 out of 10.
The average score was 8.3 among the eight surveyed airports, including Birmingham, Heathrow and Luton Airports.
East Midlands’ CAA score roughly matches the airport’s own survey which revealed 97% of customers rated their experience as good to excellent. High customer satisfaction was one of the measures that helped to see East Midlands crowned Airport of the Year at the National Transport Awards last week. The release of the survey results also follows East Midlands Airport becoming the first UK airport to introduce contactless e-gates this week, further improving the effortless travel experience.
The CAA’s 2025 passenger survey saw about 175,000 departing passengers interviewed at eight of England’s busiest airports, to measure the likelihood of passengers recommending the airport to a friend or colleague. It found that passenger satisfaction remains high despite passenger numbers continuing to grow.
Customer Services and Planning Director at East Midlands Airport, Mike Grimes, said: “It’s fantastic to have it officially confirmed that we are the number one airport when it comes to keeping our customers satisfied.
“Our focus is always on how we can make the customer experience as easy and enjoyable as possible, and this score tells us that we are successfully achieving that. But there’s always room for improvement and we’ll continue to strive to make things even better for people who choose East Midlands Airport as the gateway to their holidays.”
Tim Johnson, Director of Consumers, Markets and Communications at the UK Civil Aviation Authority, said: “This annual survey provides a fascinating insight into the preferences of passengers travelling from the some of the country's busiest airports.
"As the aviation industry continues to grow, it is encouraging to see that the level of passenger satisfaction with airports remains high.”