Manchester Airport

Arrived at 08.30 on the Virgin flight from Barbados, along with 349 other passengers. In spite of the fact that there were several manned control desks, we were all herded towards the automatic scanners - result? - incredibly slow process, especially as there were frequent passport rejections, and only one girl trying to sort out problems. When about 15 minutes later another flight arrived, these passengers were directed to the manned desks. Why oh why were these desks not used to clear the first flight? Add to this the very "shouty" security guard, this was an extremely poor service from a major airport.

It used to be a pleasure travelling through Manchester airport - I first travelled in the early 80's. I still use it a number of times a year and without fail, each visit becomes more tedious and annoying. Massive queues to get through security on the way out, getting pushed from pillar to post by rude, humourless staff. Then oh joy, the relief to get back home and be faced with one of the wonders of modern science - the automatic passport scanner, which are next to useless and the ensuing scrum of humanity wondering why there are empty manned desks that we are not permitted to use by staff shouting at people to move along. Come on Manchester - its not rocket science, go to almost any other airport - especially in Europe, and see how it can be done. For the time being, I will go for any other available airport rather than Manchester.

The arrival process at Terminal 3 seems to be organised to be as awkward as possible. There are 4 automated passport control gates that either take forever or don't work, but here is the really annoying point, the manned passport control desks have staff on them with no queue. A harassed lady tells you that you must use the automated gates, no explanation why just "ask the bosses". At Terminal 1 there is a choice either queue to see a human being or use a machine, why is there no choice at T3. Final part of moan, if the process is to be automated then install 20 gates not 4.

Departure from Manchester Airport terminal 1, with Thomas Cook. Smooth polite check in then directed to what appeared to be a tempoary search area. Rude, disorganised staff, who were unprofessional and disorganised in dealing with customers. After this we used the Escapes lounge and enjoyed excellent service and food before our flight. The return to Manchester and the usual rubbish service, 4 auto passport lanes and 4 screening staff at passport patrol, yet we saw around 500 passengers to be processed. Never enough staff to cope. Luggage hall and no announcement of baggage carousel. Then the luggage about 10 bags per minute arrive, takes 20 minutes. We travel to the US each year - why are the US are more professional and slick? We continually hear how good Manchester Airport is, but believe me it is the worst, it needs a complete overhaul. Staff traing, to management arrogance in what they think is good.

OCS at Manchester provided appalling service. We need a wheelchair for my 84 year old father and normally this goes smoothly. Not so at Manchester where the lack of customer service and uncaring attitude caused much anxiety and fear of missing the flight. We were left waiting at the OCS desk for almost 1 hour. For most of that time the desk was unmanned - telephone assistance unhelpful and boarderline rude and not an acceptable level of service, particularly in the context of providing assistance to the old, infirm and vulnerable. We arrived in good time and were at the desk at 8.20pm for a flight scheduled to depart at 10.00pm (gate closing at 9.30). The receptionist was polite, but left for a 'short break' not long after we arrived, leaving a 'back in 5 mins' sign and saying her colleague would be along in 10 mins max. We waited patiently but started to get anxious as time passed and nobody came. At 8.45pm we called the contact number on the notice and were told someone was coming shorthly. At 9.00pm still nobody, again we called, again we were fobbed off with, 'he's on the way'. At this point we were getting very concerned that any delays we would be late for boarding or even miss the flight. Also a little unnerving was the fact that the airport was shutting down for the night and we were the only passenger left, check-in was closing, as were all the other desks and concessions around us. It was just us and the cleaners at this point. The experience would have been a lot less stressful if the receptionist had been there to reassure us or if the person who answered the phone had given the impression of caring even just a little. Only after I sought out the airline desk manager and he made a strongly worded call to OCS did they turn up at 9.10. We were delayed at the security check and just about made it to the boarding gate. The employee who did arrive eventually was very polite, helpful and apologetic, he was clearly overworked and I got the impression that he was the only staff member on duty over all 3 terminals. This is not an acceptable level of service.

Very good service flying out to Malaga on the 2nd, the assistance was second to none. However on return on the 9th there were 8 wheelchairs needed and only one member of staff to deal with them. It was a nightmare as he kept explaining that they were short staffed and my husband who has a serious heart condition had to push me for quite some distance. We couldn't manage cases and chair at reclaim and he was dealing with a woman who walked on to the plane. She then got out of the chair got her case and pushed it out while we waited for help. This system is abused and a cost should be levied which people really needing help would pay and others would obviously not. More staff could then be found not spoiling the end of the holiday being left around like spare parts because we are disabled.

I am 65, female of average build, I am not in a wheelchair, I dont have a guide dog or a limp so to the observer I am just another 'punter'. Wrong, I have problems with athritis in my neck, shoulders and hands. On this last trip I arrived to find a very line of passengers waiting to be processed through, with only 4 of 6 'spots' in operation, although, there was at least 4 staff members stood apparently 'chatting'. My turn eventually arrived, my 'spot' indicated by a 'surly female', I was confronted at the conveyer belt with the problem of having to feed three trays through the x-ray machine, which with my issues takes a little time. The female staff member was shouting about how I needed to be quicker, as others were waiting and refusing to assist me by perhaps pulling the trays towards the moving belt. I did explain about my hands being painful, she ignored anything I was saying, she was as they say 'just another jobsworth', some decent customer service training is needed urgently in this department.

Manchester International Airport is a decent airport. It was a noon departure for me but I arrived really early. I went to one of their lounges and I was not impressed. There was a limited selection of food and drinks. The airport staff were all helpful and friendly. Airport signs were visible and clear so you can get around easily. The only thing I can complain about is the limited choice of big airlines serving the airport. Although it can be noted that major players such as Emirates, Cathay Pacific, Etihad, British Airways and American are present, there are limited destinations. Overall, I think Manchester Airport is pretty good.

We arrived from Newark, New York at 8.00am on Wednesday 3rd February. We walked straight into a long queue for passport checking. An airport employee informed us that it was the first day of the new electronic system. It clearly didn't work very well. The system kept stalling with machines failing to work. Many passengers found it difficult to operate (especially the elderly). There weren't enough staff to offer guidance and support. Ironically, two passport officers sat with nothing to do as the queue got longer. I saw one frustrated passenger simply give up on the machine and walk around. No one challenged him. So much for airport security. When another flight arrived staff resolved to take them through to the customs officers. We eventually got through after an hour in the queue. Not a good experience after a 14 hour journey. Total lack of effective preparation and hopelessly understaffed.

1pm Saturday afternoon we expected a bit of a queue for check in and security but we were through in about ten minutes. We easily found seats and one of the bars and had an expensive but pleasant drink. Browsed the extensive duty free and made our way to the gate where we experienced some frustration as passengers were advised that hand luggage would have to go in the hold (airline had stuffed some of the overhead lockers with stuff for the return journey). We were lucky and kept our bags with us. On return at 1am on a Sunday morning we were off the plane and in the car in 25 minutes, which included a trip to the toilets as we waited for no more than six or seven minutes for our bags to come onto the belt and walking to the multi storey car park.