Manchester-3
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The cynic in me suggests that if, as a business looking to employ such tactics, you allow stories about queues and misery to run, and don't put the necessary investment into offering a half decent service to all your customers, these kinds of "revenue generation" can, and probably do become very beneficial to the bottom line. Its actually a disgraceful way to run a customer facing business if this were the M.O.
I really don't understand why major airports, such as Manchester, don't play hard ball with the airlines, especially the usual suspects, and make them pay or leave. Often, by charging insufficient for a service or product you are behaving as a busy fool, and working smart is often better than working hard.
Do these kinds of fast track service exist in any kind of widespread way in many other countries? I suspect they might in Anglo Saxon nations such as USA, Canada, Australia but somehow doubt they would be so widespread in mainland Europe.
I really don't understand why major airports, such as Manchester, don't play hard ball with the airlines, especially the usual suspects, and make them pay or leave. Often, by charging insufficient for a service or product you are behaving as a busy fool, and working smart is often better than working hard.
Do these kinds of fast track service exist in any kind of widespread way in many other countries? I suspect they might in Anglo Saxon nations such as USA, Canada, Australia but somehow doubt they would be so widespread in mainland Europe.
I have only seen them in the UK as far a I re call. I do not remember seeing them or using them in the US, but it is rare that I go there now, and they were definitely not available in Houston which was my last visit last autumn. I do not go to Australia or Canada so could not comment on those places, however it did help me at MAN and my bag came off around 10th so Seat to Chauffer 45min, but think I was lucky. Back out on LH on Monday so will see what that brings.
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Mr Mac
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I made the post below on 16.03.2019. There have been too many comments/issues around Manchester airport for it all just to have some simple explanation. For me, there seems to be a culture issue at this airport. Not much has changes from my post three years ago.
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Now and then you come across a rude staff member, but these days I've a lot of sympathy for them. Look around T1 security & contemplate doing a shift in that place every day ....
Yes , all airports may have problems at the moment. But there are features at Manchester that are directly the management's fault that make things worse. The inadequate spaces in all the passenger areas, check in, security, departures, immigration and baggage reclaim are all cramped. Any hold up just spreads rapidly - in no time at all there are people queuing outside the terminal buildings & photos in the Evening News. I can't recall a similar major airport that is so pokey. Changes over the years have made the lack of space worse, not improved things. Space for shops. Not for seating or queuing, or for adequate numbers of E-gates, or security equipment, or just for a more pleasant ambiance. Likewise, investiment in equipment is at the lowest possible, and no slack or spares. I think there were 5-6 E-gates at T1 originally, now 10 or 12. Other large airports have many more. A trival example, in January coming back through T1, early afternoon & still fairly quiet because of covid, no wait at immigration, but a huge crush trying to pass through the customs area. Turned out to be only one of the double door barriers to leave the controlled area was working - out of nowhere on a quiet day there is a blockage. No maintenance team to be seen, neither any staff trying to help or inform.
A leading regional airport in a G7 country. So the peer group should be places like Munich or Nagoya perhaps ! It is laughable. Perhaps being a bit more realistic, I had used Gatwick a couple of time pre-covid , once at half-term, once at the start of summer holiday. Absolute peak times, very crowded. I believe Gatwick gets a lot of criticism too, but I found it much more tolerable experience than Manchester at similar conditions.
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Well, the layout and signage has a role, also that the staff (or the software at an unmanned barrier) let someone pass through to the wrong area. Some of the T1 gates are more or less on top of each other or share a little lobby area, and it is common to ask / be asked "is this queue for ...?" because it is far from obvious when you join from the back of the queue.
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Fast track
Fast track services are very common (virtually universal) on departures (security) but less common on arrivals. Most Far Eastern airports offer expedited immigration for premium class pax, for example. In the US, you can register for Global Entry, which ensures seamless entry through border control and customs.
The US also offers TSA pre-check, which speeds up departures security and ensures you don’t have to get out your liquids, take off your coat/shoes/belt etc. If only the UK authorities offered such a service to pre-screened travellers.
The US also offers TSA pre-check, which speeds up departures security and ensures you don’t have to get out your liquids, take off your coat/shoes/belt etc. If only the UK authorities offered such a service to pre-screened travellers.
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One point to note about race to the bottom...this might be a legitimate argument for LTN and STN and anywhere else where LCCs make up virtually all traffic. Whereas MAN handles a number of premium carriers and airlines with premium passengers eg BA who surely expect and/or pay for better. So you’d have to conclude the issue is well and truly with poor management.
As an aside, STN which is of course within the same group yet is even more reliant on LCCs does not appear to be experiencing problems to anywhere near the same degree.
As an aside, STN which is of course within the same group yet is even more reliant on LCCs does not appear to be experiencing problems to anywhere near the same degree.
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There are no fast track security queues in Australia, unless you count a separate lane for top-tier frequent flyers. However, those lanes are rarely policed, so anyone can go in there and there's little to no benefit of joining that queue. Either way, on domestic routes you are generally through security in five minutes, maybe ten on a bad day. International routes take a bit longer to clear security, but you would normally be through within ten minutes, or fifteen on a busy day.
It has been a couple of years since I last traveled internationally, for obvious reasons, but I don't recall paid-for fast-track security anywhere in the APAC region.
The whole Manchester airport experience is generally diabolical, although it has been three years since I was last there. Broken travellators, dripping water from the ceiling, long security queues, arriving aircraft waiting for a handler to drive the airbridge, interminable baggage delays etc. It is without a doubt the absolute worst airport I've ever been to, and I have over 3 million flown miles under my belt. The tragedy of it is that it used to be a wonderful airport under previous management regimes. I worked there back in the early 90's and can be regarded as a "supporter" (which is why I read this forum every day), but it's an appalling passenger experience. I've convinced friends and colleagues to fly into Manchester rather than LHR and as a result severely tested those friendships. One wonders how much better the passenger figures would be if the management got their act together and made it a seamless, pleasant experience.
I'm flying in to Manchester on Emirates in May, and out again a couple of days later on SAS. On one hand, I'm keen to check the place out again after a three-year break, but on the other I'm despondent about what I'll experience.
It has been a couple of years since I last traveled internationally, for obvious reasons, but I don't recall paid-for fast-track security anywhere in the APAC region.
The whole Manchester airport experience is generally diabolical, although it has been three years since I was last there. Broken travellators, dripping water from the ceiling, long security queues, arriving aircraft waiting for a handler to drive the airbridge, interminable baggage delays etc. It is without a doubt the absolute worst airport I've ever been to, and I have over 3 million flown miles under my belt. The tragedy of it is that it used to be a wonderful airport under previous management regimes. I worked there back in the early 90's and can be regarded as a "supporter" (which is why I read this forum every day), but it's an appalling passenger experience. I've convinced friends and colleagues to fly into Manchester rather than LHR and as a result severely tested those friendships. One wonders how much better the passenger figures would be if the management got their act together and made it a seamless, pleasant experience.
I'm flying in to Manchester on Emirates in May, and out again a couple of days later on SAS. On one hand, I'm keen to check the place out again after a three-year break, but on the other I'm despondent about what I'll experience.
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There have been numerous strategic failures at Manchester in various areas over a 10 year period, i love the gall of more senior MAG management having the cheek to thank KS for her contribution. A non too subtle ploy that is a backhander suggesting it's all her fault, It isnt.
Whilst i disagreed with an MD from a small regional taking over a major gateway she is being made scapegoat, those above need to get a grip.
Reputationally they have dismantled Man Airport in every area since taking over.
The sooner the ice cream man goes the better.
Whilst i disagreed with an MD from a small regional taking over a major gateway she is being made scapegoat, those above need to get a grip.
Reputationally they have dismantled Man Airport in every area since taking over.
The sooner the ice cream man goes the better.
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Manchester Exile dont expect anything nice on return with EK, business or economy you will all be dumped together to walk the old pier B (Terminal 1) into the immigration Qs, Business class need pre booked fast track to get a smooth pass.
Dubai terminals are class, EK A380s are class, step off into Manchester terminal 1 what an embarrassment. The contrast could not be any more extreme.
Regardless I will continue to use Manchester, despite its shortcomings its still my airport, I just wish there was an instant solution to the problems, realistically it will take time, we dont have the Billions of the Middle East, but we do have plans to move forward with ongoing additions to T2. There are many airports within the UK that can only dream of what we have.
Dubai terminals are class, EK A380s are class, step off into Manchester terminal 1 what an embarrassment. The contrast could not be any more extreme.
Regardless I will continue to use Manchester, despite its shortcomings its still my airport, I just wish there was an instant solution to the problems, realistically it will take time, we dont have the Billions of the Middle East, but we do have plans to move forward with ongoing additions to T2. There are many airports within the UK that can only dream of what we have.
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MAN777
I agree with you, it is a bit of a culture shock coming of the EK 380 and down the obstacles course of Pier B and the famous none working escalators (now fixed) after coming out of DXB. However we should point out that travelling on Business or even First Class does have privileges, and indeed other airports around the world do indeed segregate these passengers so there is not a need for Fast Track for them. The comments about immigration and security is more to do with the more std passenger experience, who do not get these privileges as part their ticket and in that Manchester is currently failing badly. However as my wife proved travelling on EasyJet to Aqaba a couple of weeks from Manchester she got through all the mayhem by paying for Fast Track in and out bound and was through in and outbound in circa 50 min. The point is that she / we can afford to pay for this, and indeed often get this with travel ticket on other carriers, but many can not, and to be honest the experience from what I observed the other week when outbound on LH during the first day of the chaos getting noticed looked appalling and reminded me of flights out of the old Delhi terminals in the early 2000,s. The std has to be improved but it appears that the whole structure and indeed ethos of the place seems to have taken a battering and apart from the fact that the flights available and it’s location make it attractive for me I do not think I would use it by preference. Have to say EK lounge is still one of my favourites in T1 though 🙂
Cheers
Mr Mac
I agree with you, it is a bit of a culture shock coming of the EK 380 and down the obstacles course of Pier B and the famous none working escalators (now fixed) after coming out of DXB. However we should point out that travelling on Business or even First Class does have privileges, and indeed other airports around the world do indeed segregate these passengers so there is not a need for Fast Track for them. The comments about immigration and security is more to do with the more std passenger experience, who do not get these privileges as part their ticket and in that Manchester is currently failing badly. However as my wife proved travelling on EasyJet to Aqaba a couple of weeks from Manchester she got through all the mayhem by paying for Fast Track in and out bound and was through in and outbound in circa 50 min. The point is that she / we can afford to pay for this, and indeed often get this with travel ticket on other carriers, but many can not, and to be honest the experience from what I observed the other week when outbound on LH during the first day of the chaos getting noticed looked appalling and reminded me of flights out of the old Delhi terminals in the early 2000,s. The std has to be improved but it appears that the whole structure and indeed ethos of the place seems to have taken a battering and apart from the fact that the flights available and it’s location make it attractive for me I do not think I would use it by preference. Have to say EK lounge is still one of my favourites in T1 though 🙂
Cheers
Mr Mac
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Own goals and penalties.
It's just my opinion, but there are parallels which can be drawn between the root problems at MAN and those at MUFC. Both institutions are close to my heart, but that's not the link!
Both MAN and MUFC have enjoyed strong local support, both have had notable success in the past, but more recently seen ownership structures change and focus move gradually away from the core product and their role in the local economy, towards maximising profitability of the business. Growing 'brand', volume, and revenues through acquisitions and/or non-core business have been a key feature of this change. Both institutions appear to have lost touch with their customers and their traditional values, instead pursuing returns for investors as the top priority. All this has now come home to roost with a very marked drop off in performance and reputation which will most likely hit the bottom line before long. It looks to be a rather long way back for both.
Both MAN and MUFC have enjoyed strong local support, both have had notable success in the past, but more recently seen ownership structures change and focus move gradually away from the core product and their role in the local economy, towards maximising profitability of the business. Growing 'brand', volume, and revenues through acquisitions and/or non-core business have been a key feature of this change. Both institutions appear to have lost touch with their customers and their traditional values, instead pursuing returns for investors as the top priority. All this has now come home to roost with a very marked drop off in performance and reputation which will most likely hit the bottom line before long. It looks to be a rather long way back for both.
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Thank you Roverman for an excellent analogue of the situation. Both Gordon Sweetapple & Sir Gil would be tearing their hair out if they were around today. If only there were people of the same calibre out there with the Airport in their hearts.
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What joy it was to pass through Porto Airport yesterday. An airport that (pre covid) handled half the number of pax than Manchester. Vast spacious areas - Landside ! Lots of facilities - Landside, Lots of seating Landside. Minimal queues at check in desks, 5 minutes through security- even less through passport control. Virtually all shops airside open, plenty of seating & space.
We sat waiting for our easyJet arriving from Manchester- delayed just the one hour, on its two hour turnaround at Manchester on its previous sector. We watched the Ryanair's coming in & departing to Liverpool, Dublin & Edinburgh all on time. What a dismal experience T1 is, last week outbound, nowhere to sit, Pret filthy tables, grubby horrible terminal.Sat on board 45 minutes waiting for the bags to be loaded for Lisbon. I have to pass through this mess again over Easter, but rest assured this will be the last time for a very long time I fly from here.
I have nothing but admiration for the people that work here & have to suffer the pigsty everyday. The "Smart" answer would be for those above Ms Smart to bugger off & get some professionals in.
Sir Gil must be spinning in his grave if he could see how they have transformed a proud regional airport into a global embarrassment.
We sat waiting for our easyJet arriving from Manchester- delayed just the one hour, on its two hour turnaround at Manchester on its previous sector. We watched the Ryanair's coming in & departing to Liverpool, Dublin & Edinburgh all on time. What a dismal experience T1 is, last week outbound, nowhere to sit, Pret filthy tables, grubby horrible terminal.Sat on board 45 minutes waiting for the bags to be loaded for Lisbon. I have to pass through this mess again over Easter, but rest assured this will be the last time for a very long time I fly from here.
I have nothing but admiration for the people that work here & have to suffer the pigsty everyday. The "Smart" answer would be for those above Ms Smart to bugger off & get some professionals in.
Sir Gil must be spinning in his grave if he could see how they have transformed a proud regional airport into a global embarrassment.
It's just my opinion, but there are parallels which can be drawn between the root problems at MAN and those at MUFC. Both institutions are close to my heart, but that's not the link!
Both MAN and MUFC have enjoyed strong local support, both have had notable success in the past, but more recently seen ownership structures change and focus move gradually away from the core product and their role in the local economy, towards maximising profitability of the business. Growing 'brand', volume, and revenues through acquisitions and/or non-core business have been a key feature of this change. Both institutions appear to have lost touch with their customers and their traditional values, instead pursuing returns for investors as the top priority. All this has now come home to roost with a very marked drop off in performance and reputation which will most likely hit the bottom line before long. It looks to be a rather long way back for both.
Both MAN and MUFC have enjoyed strong local support, both have had notable success in the past, but more recently seen ownership structures change and focus move gradually away from the core product and their role in the local economy, towards maximising profitability of the business. Growing 'brand', volume, and revenues through acquisitions and/or non-core business have been a key feature of this change. Both institutions appear to have lost touch with their customers and their traditional values, instead pursuing returns for investors as the top priority. All this has now come home to roost with a very marked drop off in performance and reputation which will most likely hit the bottom line before long. It looks to be a rather long way back for both.
Lets not fall into the trap of falling thinking everything was great in the olden days. When the council had the monopoly of baggage handling and stairs etc, they weren't exactly customer focused - we had loads of delays waiting for marshallers to remove air brideges, crews to load/unload bags, move stairs etc - and they were untouchable.
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Is there anything more on the councils meeting with the airport management?
I assume the shareholders/management aren't willing to spend anything substantial on making any improvements to T1...I say this because after the 2nd Pier in T2 and refurb is complete, in theory T1 should be closed?
I was just thinking is there anyway the security area can be extended? But then were in a catch 22 situation...no staff so no point!
I'm arriving into MAN on Good Friday with Ryanair and back out on Easter Monday...I'm dreading it!
The T3 immigration area is another area not fit for purpose...is there anyway this can be extended? I just hope they have got rid of that horrible carpet in T3 arrivals!
I assume the shareholders/management aren't willing to spend anything substantial on making any improvements to T1...I say this because after the 2nd Pier in T2 and refurb is complete, in theory T1 should be closed?
I was just thinking is there anyway the security area can be extended? But then were in a catch 22 situation...no staff so no point!
I'm arriving into MAN on Good Friday with Ryanair and back out on Easter Monday...I'm dreading it!
The T3 immigration area is another area not fit for purpose...is there anyway this can be extended? I just hope they have got rid of that horrible carpet in T3 arrivals!
I was just thinking is there anyway the security area can be extended?
It looks like the 'arms length' approach to the management of MAN by the majority shareholder has failed.
That majority shareholder is the 10 local councils who together own just short of 2 thirds of MAG.
That majority shareholder is the 10 local councils who together own just short of 2 thirds of MAG.