Air passenger experience at Heathrow, Gatwick, Stansted and Manchester airports

In November 2007, the Secretary of State for Transport commissioned advice from CAA on improving the through-airport passenger experience. Concern was expressed about particular pinch points where there is potential for delay and where the responsibility for delivering a good service lies with a combination of bodies.

Paper 2 sets out CAA’s advice on improving the through airport journey. As part of its work CAA commissioned a passenger survey; the results are in Paper 1.

Research on the air passenger experience at Heathrow, Gatwick, Stansted and Manchester airports (790 kb)

Paper 1 - CAA commissioned passenger survey.

Published:: 09 March 2009

The through airport passenger experience (1 Mb)

Paper 2 - an assessment by the Civil Aviation Authority of the passenger experience and airport operations at Heathrow, Gatwick, Stansted and Manchester airports.