Edinburgh Airport arrivals experience is an 'insult to a nation' and must be resolved in expansion plan

Edinburgh Airport’s arrivals experience has been branded an “insult to a nation” by former First Minister Henry McLeish amid calls for its bosses to use a huge redevelopment to finally solve long-running issues. Mr McLeish, who describes himself as someone with a “deep sense of national pride”, said flying home to Scotland via Edinburgh Airport is a “deeply depressing and embarrassing experience”. The former Labour FM warns that “good first impressions are vital”.

He said passport control, security clearance and baggage reclaim at Scotland’s busiest airport are “neglected”, adding: “Too little investment and too late. And a genuine insult to a nation seeking a larger global reach and status on the world stage.” The comments come as The Scotsman launches a major series about the state of the airport and its £500 million development plans to “completely transform” its passenger terminal - the most ambitious in its near 80-year history.

Fit to Fly? will examine the growth of the aviation complex - which is expected to handle a record of nearly 18 million passengers this year - and what might lie ahead. The in-depth series comes amid increasing concerns that the airport is struggling to cope with its continued strong passenger growth, which is running at 5 per cent this year. August’s passenger total of 1.8 million - one of its busiest months of the year - was nearly 25 per cent higher than before the Covid pandemic in 2019, Civil Aviation Authority figures show.

By comparison, Glasgow’s total was down by 7 per cent to 847,000. Scottish Financial Enterprise chief executive Sandy Begbie also told the Scotsman that poor passenger experience at Scotland’s busiest airport “would simply not be tolerated in many other parts of the world”. He praised Edinburgh Airport’s success but urged it to be “honest about what still needs to improve”. Mr Begbie said: “While you may not be responsible for doing everything, someone needs to take responsibility for the overall customer experience.”

Recent complaints have focused on the poor treatment of arriving international passengers who have faced long passport queues and delays in collecting their luggage. Mr Begbie said: “Regular problems with disembarkation, the flow of passengers into the terminal, passport control, baggage reclaim, staffing levels and onward travel provision combine to make for an arrivals experience that would simply not be tolerated in many other parts of the world.”

His views echo a slew of others we have reported over the last year from a range of passengers. Former Dunfermline SNP MP Douglas Chapman has described the airport as a “disorganised, unwelcoming shambles”, while business leaders described it last month as “woefully inadequate”. Comedian Dara Ó Briain referred to the state of the airport in his show at the Edinburgh Playhouse in March and a post by Brechin City Football Club chairman Kevin Mackie on the business networking site LinkedIn last year branded it as “frankly embarrassing” - attracting nearly 800 mostly critical comments about the terminal.

Mairi Mallon, chief executive of international public relations firm Rein4ce, said: "I will do almost anything not to use Edinburgh Airport. It is badly designed and hard to get through. “From the crowded and narrow bag drop area to the overcrowded cafes and lounges, I'd rather go to Glasgow Airport anytime.” The airport has previously sought to downplay such criticisms when asked to respond by The Scotsman, repeatedly referring to high satisfaction rates in passenger surveys.

However, its new chief executive Mark Johnston admitted in a letter to baggage handling firms, which was published on Saturday: “There are areas of the operation where improvement is required”. He wrote: “In particular, I am concerned about aspects of the arrivals experience and the impact this is having on passengers. “Delays in baggage delivery and challenges elsewhere in the arrivals journey continue to generate customer complaints and, while we recognise responsibility for the passenger experience is shared across several organisations, that distinction is not apparent to most passengers.

"For them, their experience reflects on Edinburgh airport as a whole, impacting all of our reputations, but particularly that of the airport. “More importantly, it impacts the overall passenger experience, and I don't believe that should be accepted as the norm.” Mr Begbie saluted the airport’s achievements but said its shortcomings must not jeopardise new investment in Scotland. He said: “The airport’s growth is testament to the city’s appeal as a destination in which to live, work, visit and invest, and airport management should be given credit for their progress on that growth ambition.

“They also deserve credit for significant in streamlining the departures experience, no mean feat given such rapid growth in passenger numbers.” The airport has benefited from the growing appeal of Edinburgh as a tourist destination, and uniquely outside London has as many incoming visitors as outgoing passengers, making it very attractive to airlines. It has also capitalised on its strategic location west of the capital which is well-served by motorway links, and population movements eastwards in the Central Belt.

The airport said Edinburgh’s disposable income was the largest in the UK after London, “making it an affluent and resilient market with a high propensity for travel”. However Mr Begbie warned: “While baggage delays, border control queues and uninviting arrivals areas may seem trivial, having spent much of my career overseas, I can tell you, first impressions matter.” He also called on the airport to take more of a lead to sort out such deficiencies.

He said: “It is fair to point out that many of these operations are not directly controlled by the airport, but they all contribute to the passenger experience, and it is in the airport’s interests to work urgently with partners to address the clear problems that exist.” A spokesman for Edinburgh Airport said: “Both Henry and Sandy are right that passengers don’t distinguish between the different organisations involved in their journey, and while those distinctions are important, we have a role in bringing partners together and driving improvement when standards fall short.

“That applies whether an issue sits directly within our control or elsewhere across the airport operation, and we are determined to keep improving. “We welcome their observations that where we have sole control over the process, the results are good, such as our world-beating security operation. “Overall, passenger feedback is positive, but we know there have been issues for some people arriving at the airport. “Some relate to our infrastructure and others to services delivered by partners, but those are explanations, not excuses.

“We are focusing in on ensuring all involved in the arrivals process are delivering the levels of customer service our passengers expect. “This includes investing £500 million to improve the airport over the coming years while working with our partners to deliver a better experience today. “We’re proud of the welcome we provide, but we’re not complacent, and where things aren’t good enough, we will work to make them better. “Given their professional experience, both Henry and Sandy will understand that significant investment requires sustainable funding.

“Revenue generated through airport charges helps fund improvements, maintain infrastructure and offset rising costs. “Like many of the organisations Sandy represents, we provide a mix of paid and free services, allowing passengers to choose the option that best suits their needs and budget."