In November 2007, the Secretary of State for Transport commissioned advice from CAA on improving the through-airport passenger experience. Concern was expressed about particular pinch points where there is potential for delay and where the responsibility for delivering a good service lies with a combination of bodies.

Paper 2 sets out CAA’s advice on improving the through airport journey. As part of its work CAA commissioned a passenger survey; the results are in Paper 1.

Research on the air passenger experience at Heathrow, Gatwick, Stansted and Manchester airports (PDF - 790 KB)

Paper 1 - CAA commissioned passenger survey.