As temperatures soar this week, passengers using London Southend Airport to jet off this summer are receiving red hot customer service as the airport delivers a glowing 91% satisfaction rating in the first four months of the year.
As part of its ongoing commitment to offering a smooth and friendly airport experience, London Southend invites passengers to rate their journey via an easy in-terminal survey, accessed by QR code. Customers are asked how likely they are to recommend the airport to others on a scale of 1 (very unlikely) to 5 (very likely).
The latest data reveals an impressive average score of 4.5 out of 5 from the responses received between January and April, reflecting high satisfaction levels as part of the airport’s dedication to easy, speedy, friendly customer service.
Earlier this year, the airport also brought back the well-loved ‘Happy or Not’ feedback system – smiley-face buttons dotted throughout the terminal that give passengers a quick way to rate their experience at key touchpoints.
With nearly 22,000 responses collected between February and April 2025, the results speak for themselves. The airport – a six-time winner of ‘Best London Airport’ by consumer champion Which? – landed a 91% positive feedback score.
Passengers have been keen to share their love for the airport too. Melanie from Rochford took the time to leave some feedback. She said: “All of the airport staff are so polite and friendly – it really does make the start of your holiday. Such a great airport!”
CEO Jude Winstanley said: “We’re proud to see such great feedback from our passengers as we continue to invest in brilliant customer service at London Southend. We even have the latest C3 screening technology at security so passengers can leave electrical items and liquids in their cabin baggage.
“Whether it’s our easy terminal experience, our friendly team or speedy access to and from central London, our passengers confirm that London Southend remains a trusted and well-loved choice for travel across Essex, London and East Anglia.”
The positive ratings coincide with an exciting start to the year, including the reopening of the airport’s easyJet three-aircraft base, 10 new package holiday routes to Marrakech, Pisa, Reus and more, and a return of flights to Newquay, Cornwall with brand-new airline partner, Eastern Airways.