Mixed feedback: Watch as Birmingham Airport under review by Brummies

Birmingham Airport, a vital travel hub serving millions of passengers annually, has come under scrutiny recently due to operational challenges that have left travellers frustrated.

Long queues, ongoing construction, and staffing shortages have raised concerns about the airport’s reliability, prompting some passengers to consider alternatives such as Heathrow or Manchester.

Read more: Best and worst airports: This is where Birmingham and East Midlands rank in 2024 passenger survey

Betty, a frequent traveller, shared her dissatisfaction.

"I hate it. As an airport experience, it’s terrible,” she said. Betty recalled security work last year that led to queues stretching out the door. After experiencing the efficiency of Heathrow, she now prefers larger airports, even though they are farther away. “Heathrow was so slick, and it’s a much bigger airport,” she noted. “It’s worth the extra distance.”

Caroline, who recently saw her daughter off at Birmingham Airport, expressed mixed feelings.

“We saw her through okay—no problems,” she said, acknowledging the impact of ongoing construction. “But if you’re there early in the morning, the escalator is closed because there’s too much volume of people. That’s when you need it the most.” Caroline admitted her family often chooses Manchester Airport, which she finds “easier to navigate.”

Read more: Birmingham Airport reveals £300m renovation and new global routes

Martha, however, remains loyal to Birmingham Airport, citing its proximity as a major advantage. “My preference is Birmingham because it’s really close,” she said. Although aware of potential delays, she takes a practical approach by arriving early to avoid issues.

Alex, another traveller, reflected on his past experiences, which were positive, but noted uncertainty due to recent reports of long queues. “When I used it, it was good,” he said. “But that was before the more recent issues my friends have mentioned. I suppose it’s still easier to get around than Heathrow.”

For many passengers, proximity to Birmingham Airport is a deciding factor. However, the operational issues have raised questions about its ability to handle increasing passenger volumes efficiently. With competition from larger airports like Heathrow and Manchester, Birmingham must address these challenges to maintain its appeal.

The airport has acknowledged the difficulties caused by construction and staff shortages and is reportedly working to improve the passenger experience. As upgrades continue, travellers are left balancing convenience with the frustrations of navigating a hub in transition.

In response to the 2024 Which survey, which ranked Birmingham 19th out of 29 UK airports, said: “We are investing significantly in passenger experience and as a result, our Net Promoter Score is rated as ‘Good.’

“We survey thousands of passengers each month, providing a far more accurate picture than one taken from a sample size that can represent less than 1% of passengers in some cases. So far this year, nearly 70% of our passengers surveyed said they were satisfied with the overall airport experience, with an above target of 76% in August.

“This was achieved during our busiest month ever and is testament to the hard work of our colleagues in providing a great service. Improvements to security over the past few months has seen the average wait drop to around 10 minutes. Like many other UK airports, Birmingham doesn’t recognise these results given direct feedback captured on a weekly basis from passengers, that have travelled through recently.”