By Darren Cronian on Wednesday, August 20th, 2008

I’m reading with interest the saga over the ownership of BAA’s seven UK airports. The Competition Commission have said that they should sell three of it’s airports, two in London and the other in Scotland, over concerns about their expansion plans and the increasing air passenger complaints.

BAA airport sale won’t improve air passengers experience

I don’t think passengers are bothered in the slightest who owns the airport, all we want is good service, including less delays, and lost baggage problems. If BAA can’t get their act together, then yes, get rid of them, and bring in a company in who can improve customer service.

What’s your experience of UK airports?

Leeds & Bradford International airport came into the hands of private ownership last year and the number of new flight routes has since doubled, with the introduction of the first transatlantic flight from the airport to New York, for the first time since the 1980’s.

But, then isn’t the likes of Gatwick and Heathrow already at tipping point with flights and passengers?

Has the service improved at Leeds & Bradford – no - longer trips through security. Surely adding on more routes is going to cause more problems for passengers and expanding the runways is not going to deal with the environment issues that the airline and travel industry have to undertake.

Interestingly…

Michael O’Leary, boss of Ryanair has reportedly claimed he would jump at the chance of buying BAA owned, Stansted airport. I don’t know about you but I do not like the idea of an airline controlling an airport, especially Ryanair.

They have an extremely poor track record where customer service is concerned.

Is the sale of three airports really going to improve the experience for passengers – I don’t think so.


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19 responses to “BAA airport sale won’t improve air passengers experience”

Caitlin | 20 August, 2008 at 6:01 pm

I think the point is that airlines pay to use airports. Increased competition at airport level will hopefully lead to better prices and services for airlines, which ultimately benefits consumers. Most consumers won’t care, true, but it still affects them.

Darren Cronian | 20 August, 2008 at 6:14 pm

I will be surprised if the airlines pass any savings down to the consumer and if the aim of selling BAAs airports is to offer consumers more route choice then arent we not going to get more complaints from already full airports.

Forget expansions and concentrate on improving customer care and technology to improve experience.

Nathan Midgley | 20 August, 2008 at 6:20 pm

Yep. Caitlin’s right. A company with no competitors has no incentive to be competitive.

If consumers care about the airport experience - and they do, a great deal - they should follow this story with interest.

Darren Cronian | 20 August, 2008 at 6:30 pm

A consumer going on a flight tonight is not fussed who owns the airport. They just want a safe hassle free flight.

I know I don’t care.

Caitlin | 20 August, 2008 at 7:09 pm

I’m not suggesting that airlines will automatically pass savings on to consumers but ultimately it gives them more flexibility to be competitive. And obviously higher costs do get passed on to consumers.

Also, competition among airports does affect the amount of airport tax you pay and that is money that comes directly out of your pocket.

I agree that the average consumer won’t care but I disagree that it doesn’t affect them.

Kevin May | 20 August, 2008 at 8:49 pm

NB: The commission has found that BAA has to sell TWO of its South east airports, not ONE.

Darren Cronian | 20 August, 2008 at 10:49 pm

@ Kevin

Thanks - amended. I was taking my info from today’s newspaper. Typical old fashioned media, out-of date already.

Caitlin | 21 August, 2008 at 8:01 am

Radio 4 said yesterday it would probably be Stansted and Gatwick or it could be Heathrow and one of the others. Then they would have to sell either Edinburgh or Glasgow as well, while behavioural remedies would be imposed in Aberdeen.

Nick | 21 August, 2008 at 11:05 am

Darren

While you may think passengers do not care about the experience, but give them a choice of an airport with 1 hour or more security queue and one with 10 minutes and they will choose the shorter. Or an airport with a 1 hour check-in instead of 3.

That is the kind of improvements you may get from competition. And if you could save 2 hours at the airport I am sure you would. With the London airports this close together it will make a difference.

Darren Cronian | 21 August, 2008 at 12:34 pm

@ Nick

I never said that consumers do not care about the experience. I said that consumers do not care who owns an airport providing that the airports provides a good customer service, i.e. check-in times etc.

If BAA were providing a great record for customer support would we be having this discussion. I think we would because more flights, on more routes = more money in the government’s bankroll, sorry but expanding as the competition committee want is only going to make the problem worse.

Who says that these other companies are going to improve the experience?

That’s why I gave Leeds & Bradford as an example, in that a new owner has put on more routes (which is great!) but it’s causing more delays going through check-in and security as they haven’t expanded the airport building.

Nathan Midgley | 21 August, 2008 at 1:05 pm

If you’re giving Leeds & Bradford as an example it’s presumably because a new airport owner did cause the airport experience to change, and so as a consumer you did care.

The same is likely to happen with the potential BAA break-up. Change will occur, the consumer will notice it and pass judgment. To say that they’re judging the service level, not the service provider is spurious - service level and service provider are indivisible.

It’s valid to ask whether the changes will be for the better or for the worse, though.

Darren Cronian | 21 August, 2008 at 1:43 pm

@ Nathan

Maybe I am not getting the point (sorry, it’s been a long stressful week)

- When I book a flight, I search based on price and location.
- I’ve not noticed any difference to service between a BAA owned and non BAA airport as a passenger.
- I would never search for a flight based on who owns the airport *

* Unless the new owners or BAA made substational improvements which they’re not going to because the competition committee want them to expand and this is not going to improve customer service at all. So consumers will continue to book a flight based on price and location, no matter who owns it.

So, as the title says I do not think that the sale of BAA airports will improve our experience.

That’s my opinion as a consumer.

Caitlin | 21 August, 2008 at 2:11 pm

I really think you are missing the point. It’s got nothing to do with how consumers make their decisions, but it’s got everything to do with how airlines make their decisions. The customers of airports are airlines, not consumers.

The contention is that BAA has a near monopoly position and is abusing it. The proposals are to introduce behavioural remedies in areas where there are few airports and competition in areas where there are several airports.

Consumers will continue to make their decisions on price and location but they may end up making different decisions. Greater competition among airports can ultimately affect the airfares and taxes that consumers pay (the price part of the equation), and also which airports different airlines choose to fly out of (the location part of your equation).

On a side issue, I frequently use Luton and I find the security and check-in there to be far speedier than either Heathrow or Gatwick. I don’t know if that’s because Luton is not owned by BAA or if it’s just because it’s a smaller airport.

Darren Cronian | 21 August, 2008 at 2:17 pm

@ Caitlin

I don’t care about airlines and airports; I am looking at this from a consumer perspective. This is a consumer blog after all. The Competition committee have said that the sales will improve passenger experience and in my opinion, it won’t.

Caitlin | 21 August, 2008 at 2:25 pm

If you care about the customers of airlines - ie consumers - then you should care about the suppliers of airlines.

Customers don’t care who owns the airport but they do care about their experience at the airport both with security lines and the shopping facilities, provision of wifi etc. And they do care about price, which is affected both through the tax they pay directly and the fees they pay indirectly through the airline.

It’s like saying that you don’t care which catering company provides the meals to an airline because it won’t make a difference to the food the consumer ends up eating. Of course it will. The consumer is not going to make a decision of who to fly with on the basis of the catering company but it doesn’t mean it doesn’t affect them. They do care what the food tastes like, especially on long haul.

Likewise, a consumer is not going to question which contractor does the maintenance on an aircraft but they do care about safety.

AgentQ | 21 August, 2008 at 4:37 pm

Regarding an airline owning an airport, I’m sure that Tui (Thomson) own both Coventry and Doncaster Sheffield airports.

Rohan | 24 August, 2008 at 7:32 pm

Are you sure Thomson own Coventry and Doncaster? As for the BAA story it is just chip shop newspaper now. As usual the media kicking up a big fuss about nothing. Nothing will be done for years, if ever.

Caitlin | 25 August, 2008 at 11:29 am

@Rohan. Not sure that’s true. My City friends tell me that BAA are already putting their London airports on the market, even though there’s no definitive regulatory ruling yet.

AgentQ | 25 August, 2008 at 4:08 pm

@Rohan. Tui bought the lease for Cov. Airport in 2004.

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