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Complaints decrease at East Midlands Airport

Page last updated: 1st Aug 2008 - 02:05 PM

Surprise figures released this month have revealed that nine out of ten complaints made at East Midlands Airport are from the same thirteen people. Figures have also shown that the number of complaints made annually at the airport decreased between 2006 and 2007. According to the Community and Environment Investment Report, the total number of complaints made dropped from 7,978 to 7128 in 2007, a drop of four percent, but interestingly, the number of different people complaining decreased by almost half, from 580 to 295. The same report showed that complaints reached an all time low in December 2007 when only 264 grievances were recorded.

With 5,535 complaints, aircraft noise was the main grievance at East Midlands airport, followed by 829 complaints about low-flying aircraft. The figures also revealed that there was little difference in the number of complaints made during the day or at night, with 3668 grievances being logged between 7 am and 11 pm and 3460 between 11 am and 7 pm. A spokesperson for East Midlands airport confirmed that management was pleased with the drop in complaints, adding that the airport investigated and responded to each complaint logged within a maximum of ten days. He said, “in some cases we visit the person and the feedback has sometimes helped us change the way aircraft operate.” In response to the achievements the airport has pledged to continue its commitment to corporate social responsibility in the hope that complaints will have fallen further at the end of the current year.

Comments - 5

1. Angela King

2nd Aug 2009 - 08:56 PM

I do not usually complain but the treatment we received at East Midlands on 20 July 2009 was far from adequate. We were booked on the BMI baby WW5427 to Palma which should have taken off at 11.10. On looking at the departure board we were informed there was a delay and advised to view the board again at intervals. There were no staff in the departure lounge either from the airport or BMI but I did notice a telephone for airport information. After about 3 hours with no other information whatsoever I decided to try and find out what was happening so I picked up the telephone. I was told in no uncertain terms that the information was on the board. I replied that we had the same message on since we arrived at the airport but was made to feel a complete idiot for daring to enquire for further information. We finally boarded a filthy aeroplane (I will be writing to BMI with that concern) which still had a fault!!. I realise that some of the issues I must take up with BMI but surely as a fare paying passenger when entering the departure lounge there should be a human being on duty in that area and not a distant telephone contact. If you are paying someone to sit elsewhere in the airport surely they could be on duty where they are needed which is the departure lounge. Felt completely let down as we arrived at about 8am.

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2. June Pears

23rd Sep 2009 - 09:02 AM

I live at East Leake - last night (22/23 September) the noise from aircraft was going all night - started just after 12 - woke me up again at 02:11 then managed to ndrop off - awoke again at 02:55 with planes continually going across

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3. mujahid

14th Jun 2010 - 11:45 AM

My wife who is a permanent resident in the UK was told that she couldn't board the flight for Turkey as she did not have a British passport and no visa. Although I argued my case that the Turkish consulate had told me that she would obtain a visa on arrival in Turkey the same as any British National they insisted that I was wrong and she would have to obtain a visa first.
When I got home I phoned the Turkish consulate and was told that the procedure was the same as any British national since 1 week ago. I am disgusted at the staff at East Midlands as they didn't know something that they should have. Anyway my wife, son and I have lost out on a holiday and I have lost time at work due to incompetent staff. I will be contacting my solicitor as there doesn't seem to be a complaints procedure unless you pay £1.50 a minute to be on hold for 20 minutes.

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4. Matt Botfield

14th Jul 2010 - 10:15 AM

The new layout of the short stay drop off car park is very confusing and is certainly in need of clearer sign posts. I fly to Paris every two weeks, so I know this airport better than most people, but when I fly I always leave my car in medium or long stay car parks. However this morning I drove some friends to the airport to drop them off in the short stay / drop off car park. After passing through the barrier entry, I followed the arrows on the road only to discover every adjacent lane to my right was no entry. Eventually I was at the exit.

Yes I guess I missed a turn, but how hard is it? So I went back the wrong way through the lanes (4am) and dropped my friends off in the disabled parking area. I had a quick look around, but I couldn't see where I was supposed to go.

The time anyone spends in the drop off car park is extremely short, so the sign posts MUST be clearer otherwise more complaints will be sent.

In addition I was then charged at the exit £2 for 11 minutes! WHAT? Birmingham Airport, Heathrow and Charles De Gaulle all allow FREE drop off - so why is East Midlands Airport any different?

Its a shame airports don't have competition from nearby alternatives, because East Midlands Airport would be in for a shock.

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5. Hilary Clauss

18th Jul 2010 - 11:31 AM

I would like to complain about the unfriendly security staff on duty at East Midlands Airport. I came through on my way back to Spain after a holiday in UK. I travel a lot and found the staff very unfriendly compared to other airports around the world. We all realise that security is very important these days but I object to staff behaving like the gestapo because they know we are all frightened to say anything incase we might be stopped from boarding or branded a trouble maker.Uk was always known as friendly and polite especially at the airports but I regret to say that this is not the case anymore. I am not the only one that feels like this as many of my foreign friends have said the same thing. I hope that this complaint might make someone have a word with the security staff and let them know how off putting this attitude is.
regards Hilary

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