Newcastle Airport wins ‘Best in Europe’ award for exceptional customer service

Passengers have ranked Newcastle Airport among the best in Europe for delivering outstanding customer service.

Based entirely on passenger feedback, it achieved excellent scores across the customer journey, with strong ratings for check-in, security and the overall ease of travelling through the terminal.

The award follows last year’s success, when the Airport claimed the top prize in the 2 to 5 million passenger category.

The Airport was also one of only eight worldwide to be inducted into the Airports Council International (ACI) World Director General’s Roll of Excellence for 2025.

This honour is awarded to airports that have consistently delivered exceptional customer service and have won multiple ASQ Awards over the past decade.

Nick Jones, Chief Executive at Newcastle Airport, said: “Newcastle Airport is immensely proud to deliver outstanding services for its passengers, so we are delighted our hard work and commitment has been recognised with these awards.

“The positive customer feedback reflects the fantastic work our teams and business partners do every day to ensure everyone enjoys seamless and efficient journeys.

“These awards come at an incredibly exciting time for the Airport as we are set for the busiest year in our history with six million passengers expected. With airlines continuing to invest and expand their services, passengers are benefitting from greater choice and more great‑value fares than ever before.”

This year, passengers can look forward to the Airport’s largest ever flight schedule with airlines launching 19 new routes, including new destinations Lisbon, Nice, Porto, Palermo (Sicily) and Preveza.

To meet growing passenger demand, almost £60m is being invested across the Airport site, including a three-storey terminal extension to create a larger departure lounge and an expanded international arrivals baggage hall.