Improvement in overall performance or provision of facilities over the past 12 months.
KPIs and customer satisfaction results.
Evidence of accessibility provision and/or improvements.
Evidence of carbon reduction strategies and results.
Success of surface access transport initiatives.
Evidence of skills, training and apprenticeships.
London Stansted Airport, recognised as the first major UK airport to exceed pre-pandemic passenger numbers, handled a record 28.5 million passengers in the 12 months ending March 2024, reflecting an increase of 11.8%. The airport claims to deliver the most consistent on-time performance (OTP) among London airports, achieving the lowest level of on-airport delays. Security processing times have been notably efficient, with 99% of passengers processed in under 15 minutes and an average wait time of less than 5 minutes. According to a survey of 60,000 passengers, 70% rated their experience at Stansted positively.
Stansted has also received the highest national rating for assisted travel services from the Civil Aviation Authority (CAA) and was a runner-up at the International Ozion Airport Accessibility Awards. Notably, the mode share of passengers using sustainable surface access has reached 48%, the highest among major UK airports, aided by the restoration of four trains per hour on the Stansted Express service. The airport has hosted a pioneering electric coach trial and installed new community electric vehicle (EV) rapid chargers.
Progress towards decarbonising operations by 2038 is underway, with an on-site Further Education College reporting record numbers of apprentices entering aviation employment. The Aerozone initiative, aimed at schools, currently has 100 schools on a waiting list, while the Airport Academy, offering job fairs and free courses for adults, has doubled in size. Community engagement is supported by regular "meet the buyer" events and a new Community Fund that has donated over £180,000 to local projects. Additionally, colleague engagement has improved, with participation in resource groups increasing by 181%. Stansted is also the first airport to partner with Fantasy Wings, an organisation dedicated to enhancing diversity within aviation.
London Luton Airport
London Luton Airport (LLA) has made significant progress in enhancing sustainable surface access through the introduction of an all-electric Luton Airport Express rail service, which connects Central London in just 30 minutes. Complementing this initiative is the construction of the £290 million Luton Direct Air-Rail Transit (Dart), a fully automated and electrically powered shuttle, which became fully operational in March 2023. These developments aim to reduce the environmental impact of journeys to and from LLA, as well as alleviate congestion on surrounding roads.
In recognition of its efforts, LLA has ascended to Level 4 of the ACI Airport Carbon Accreditation scheme, positioning it among the first major UK airports to achieve this status. The airport is actively working towards achieving Net Zero for its emissions by 2040. Furthermore, LLA has maintained its first-place global ranking with a 5-star rating for sustainability governance and disclosure for the second consecutive year.
LLA has also implemented a customer service initiative known as the "LLA Way," which emphasises disability awareness training for staff and third-party service providers. This initiative has positively impacted customer experience, as evidenced by an increase in Airport Service Quality (ASQ) scores from 3.59 in 2018 to 4.06 in 2023, and a notable Civil Aviation Authority Net Promoter Score of +50.
In response to a major incident in October, when a fire destroyed one of its car parks, LLA demonstrated resilience and professionalism. Despite significant disruption, operations resumed within an impressive 18 hours, with no reported casualties.
Edinburgh Airport
Edinburgh Airport stands as Scotland's busiest airport, serving nearly 15 million passengers annually. The airport has enhanced its customer experience through the employment of Welcome Staff, who operate within the terminal to greet passengers upon arrival and provide essential information, thereby facilitating smoother journeys. This inclusive approach particularly benefits individuals with additional needs, including the elderly and those with disabilities.
In 2023, the airport's teams for passengers with reduced mobility (PRM) supported a record 119,483 PRM passengers, surpassing the previous high of 104,209 in 2019 and up from 88,939 in 2022. Edinburgh Airport has maintained a ‘Very Good’ rating from the Civil Aviation Authority (CAA). More than 90% of passengers now pass through security in under 10 minutes, an increase from 82% in 2022, while over 97% clear in under 15 minutes, up from 93% the previous year. The addition of 95 new security staff has significantly improved throughput rates in 2023.
Extended opening hours have been implemented to provide a broader range of choices for passengers, alongside the reintroduction of take-on-board options for food orders. The airport has made strides in diversity, achieving a silver rating in the Employment Recognition Scheme for armed forces leavers and enhancing its diversity benchmark score with partners. More than £210,000 has been donated to charities and organisations, and approximately 9 tonnes of waste have been redirected from landfill through the redistribution of unopened toiletries to its charity partner, The Larder, in 2023. Passenger satisfaction, measured through exit surveys, rose to 84% in 2023, up from 79% in 2022. Notably, Edinburgh Airport also boasts the highest mode share of sustainable surface access among airports without a direct rail link, with public transport usage at 36.6%, an increase from 33.7% in 2019 and 34.1% in 2022.
Glasgow Airport
Glasgow Airport, awarded Scottish Airport of the Year in 2023, operates at 86% of its pre-pandemic passenger numbers, accommodating over 7.4 million travellers in the previous year, with an anticipated increase to 8.6 million in 2024. Despite this achievement, the airport was recognised as Transport Hub of the Year by Aberdeen Airport at the 2023 National Transport Awards.
In collaboration with Connected Places Catapult, Glasgow Airport has established itself as the UK’s first Connected Airport Living Lab, functioning as a testbed for innovative technologies aimed at decarbonising aviation. The airport hosted the inaugural Glasgow Airport Hydrogen Innovation Hub summit, which convened leaders from aviation, finance, aerospace, renewables, and engineering sectors to discuss the necessary infrastructure for supporting zero-emission flights.
Construction is set to complete this autumn on Scotland’s largest airport-based solar farm, which is projected to generate energy equivalent to powering 15% of Glasgow households. The airport has achieved recognition in global sustainability, ranking fifth among UK airports in the 2023 GRESB report and attaining Level 3+ status from the Airport Carbon Accreditation programme. Furthermore, Glasgow Airport sources 100% of its electricity from renewable sources and diverts all non-hazardous waste from landfill.
The airport's special assistance service received a 'Very Good' rating in the CAA’s Airport Accessibility Report. In 2023, Glasgow’s FlightPath Fund distributed over £120,000 to 62 local charities, schools, and community groups, fostering connections with surrounding communities and promoting future employment and training opportunities.
East Midlands Airport
East Midlands Airport (EMA) serves over 4 million passengers annually, marking a 22% increase compared to 2023 and the first instance of surpassing 4 million since the onset of the COVID-19 pandemic. According to the Civil Aviation Authority (CAA), passengers at EMA experienced fewer delays than at any other UK airport during the fourth quarter of 2023. The CAA has rated EMA's security training as ‘outstanding,’ with 99.9% of passengers clearing security in under 15 minutes. Additionally, over 91% of customers using Assisted Travel rated their experience as ‘good’ or ‘very good’ in 2022-23. The airport has been recognised with a "Very Good" rating for accessibility by the CAA and has received accolades from the Business Disability Forum Awards and Airport Honour Awards for its inclusive customer service.
EMA has established a Customer Committee aimed at enhancing customer service and experience, resulting in improved Net Promoter Score (NPS) and Airport Service Quality (ASQ) ratings for seat availability, cleanliness, and washroom facilities. A £120 million investment programme has been delivered, encompassing enhancements to restaurants, toilets, retail outlets, security, customer Wi-Fi, trolleys, seating, rapid drop-off arrangements, air traffic control equipment, as well as runway and taxiway improvements. A £50,000 investment has also supported the continued operation of a bus route to the airport, promoting sustainable surface access.
EMA is noted as the UK's principal express air cargo hub, facilitating approximately 400,000 tonnes of cargo annually and housing logistics companies such as DHL, UPS, and FedEx. The airport's market share grew by 7% from 2012 to 2022, contrasting with a 3% decline at Heathrow. The EMA Academy has relaunched with Nottingham College as the new provider of introductory aviation courses, with 27 attendees (25%) securing employment at EMA. Furthermore, an inaugural ‘Meet the Buyers’ event brought together 180 small and medium-sized enterprises (SMEs) with 18 major buyers within EMA's supply chain. The airport has also contributed over £2 million in grants to local communities. Further information regarding its decarbonisation initiatives would enhance the entry, given the increasing importance of sustainable practices within the aviation sector.
Liverpool John Lennon Airport
Liverpool John Lennon Airport (JLA) reported a 20% increase in passenger numbers in 2023 compared to 2022, achieving 83% of pre-pandemic levels while maintaining high standards of customer service. Among passengers providing feedback on customer service, 78% rated their experience positively, representing a 1% increase from 2022, with a six-fold rise in the number of respondents. JLA's reputation for delivering an exceptional passenger experience was further validated by winning the Which? Annual UK Airports survey for the second consecutive year.
Notably, 98% of passengers passed through security in under 15 minutes, positioning the airport among the best in the UK for on-time departures. JLA has demonstrated a strong commitment to accessibility by collaborating with various disability organisations to ensure a pleasant journey for all passengers, regardless of their needs. The airport achieved the highest ‘Very Good’ rating in the CAA’s latest 2022/23 Accessibility Report and opened a sensory space in the departure lounge to support passengers with sensory or cognitive impairments.
In addition, JLA has raised £100,000 for Alder Hey Children’s Hospital, donated over four tonnes of items to a local foodbank, and supported six young people through apprenticeship programmes. The airport also received the We Invest in People Gold Accreditation award last year. Plans to decarbonise operations by 2040 have been established, alongside the publication of its first environmental, social, and governance (ESG) framework report, outlining corporate objectives aligned with the UN Sustainable Development Goals. Further details on JLA’s decarbonisation initiatives would enhance the entry, underscoring the significance of sustainable practices in aviation.
Aberdeen International Airport
Aberdeen Airport served three million passengers in 2023 and was awarded the National Transport Awards Hub of the Year 2023. The airport has achieved the highest ‘Very Good’ rating for Persons with Reduced Mobility (PRM) from the CAA’s Airport Accessibility Report, serving 23% more PRM passengers than in 2022.
The airport is actively engaged in employment and skills initiatives, collaborating with Developing the Young Workforce (DYW) and its Young Person’s Guarantee employer scheme. This partnership aims to provide opportunities for individuals aged 16-24 in Scotland through jobs, apprenticeships, and pathways into aviation. Ongoing visits to schools throughout late 2023 have been complemented by an apprenticeship programme initiated at the airport in March 2024. Additionally, Aberdeen Airport hosted a jobs fair that attracted over 500 attendees.
Aberdeen Airport has attained carbon neutrality for emissions under its direct control and aims to achieve net zero carbon for direct emissions by the mid-2030s. It is a member of the Slave-Free Alliance and a signatory to Sustainable Aviation's decarbonisation roadmap, which is the first national net zero aviation commitment globally. The airport's electricity is sourced from 100% renewable resources, and it diverts all non-hazardous waste from landfill.
In terms of sustainability initiatives, Aberdeen Airport introduced two electric vehicles (EVs) to its fleet for transportation between car parks and the terminal, estimated to have reduced approximately 30 tonnes of CO2 equivalent emissions. The ABZ Propeller Fund, which provides grants for sustainability, economic regeneration, and education projects, has increased to £30,000.
