News / Transport
Airport sorrry for queues at new ?8.6m lounge
The first part of a major expansion of Bristol Airport which promises to bring down waiting times has left people queuing for hours.
Bristol Airport has been hit with repeated complaints about security check queues stretching all the back to the check-in desks since the new £8.6 million enlargement of the passenger lounge opened in July.
The new lounge, which has also been criticised for waiting times for food and a lack of seating, saw a record 768,587 passengers pass through during August this year.
But problems have persisted into September too. Bristol Airport said the queues are largely due to new security EU regulations.
Aoife Glass, 34, told Bristol24/7 he visited the airport for an early flight on September 7. He said: “The queue to get through security extended down the steps in the check in hall, all across the concourse, and into the second hall.”
Other passengers have complained directly to the airport throughout August and September. Taking to social media, many received an apology from the airport team.
Massive queues and long delays at @OfficialBRS nightmare start to #ibiza pic.twitter.com/SWC8FfLKPr
— Patrick Clahane (@PatrickClahane) August 23, 2015
Love a good queue for security @OfficialBRS. pic.twitter.com/eOnJLSLrna
— Henry Totterdell (@htotterdell) September 14, 2015
The new lounge is the first part of a major upgrade at the airport which will see a new £24 million terminal open next summer.
The airport’s problems were compounded by two bomb hoaxes on Saturday August 22 and 29 this summer.
The newly enlarged terminal lounge has new shops, restaurants and a terrace roof terrace bar as well as hundreds of extra seats.
When it opened on July 3 this year, Robert Sinclair, CEo at the airport, said the new development was the first step to improving the airport to offer a “world-class customer experience”.
The new western terminal will open in the summer of 2016 alongside improvements to car parks and a new 201-room Hilton hotel.
Responding to this summer’s complaints, Bristol Airport told Bristol24/7 that waiting times had increased after new EU regulations relating to the screening of passengers came into force on September 1.
“The new process may take longer, although we are working on keeping the waiting times to a minimum,” a spokeswoman said.
She added that the airport was also working to reduce waiting times for food at busy periods. “We apologise if at busy times some passengers have experienced a delay in the catering service. We are working hard to reduce delays at peak operating times so everyone is able to relax and enjoy their visit prior to departure.
“Since its opening we have received lots of positive feedback and the passenger improvements will continue with the opening of the west terminal extension in summer 2016.”
Main picture from Geraint Watkins @geraintrw
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