After arriving at the wrong part of the airport a really nice employee walked us to the correct area where we encountered another pleasant man at passport control. We were impressed with the customer service at this point until we entered the security area.
It was here that we were treated very poorly by staff who proceeded to undergo rigorous and unnecessary security checks, despite each check coming back clear and thus giving no cause for concern.
I understand that they have a job to do but how they talk to and treat passengers is very unprofessional and unfortunately impacts negatively on the good employees who work for East Midlands Airport and do have excellent customer service skills. I hope that I never have to use East Midlands Airport again!
Review by Bafford1 week ago
We returned from holiday in Mexico, where I fell down a step and tore a ligament in my ankle.
TUI arranged wheelchair assistance for me at Cancun and East Midlands airports. Cancun were amazing. But East Midlands didn't seem to have a clue what they were doing.
There was a guy with an artificial leg, and the platform to get off the airplane to the airport ground, had metal gates with large gaps in them, and the man's leg fell down the gap.
It was heartbreaking to watch. East Midlands airport seriously need to get their act together for disabled travellers.
Review by Arja3 weeks ago
Great departure experience,sadly soured by shambolic lack of staff at passport control creating long queues on return.Personally experienced same scenario before,so not isolated incident.
Review by Prarvi Slantingmouth1 month ago
The bold headed bloke in security who treats everyone like a two year old is a joke, feel sorry for his wife if he still has one!. The airport is so unpleasant while waiting for your flight. The worst part of the holiday is knowing you have to fly back to this place and spend more time trying to get out of this place than the time you have spent on the flight. ( Security a joke ) ( facilities dirty ) ( passport control the time it took thought we might have our next birthday while waiting ) Birmingham for me going forward
Review by Pardid1 month ago
Disgusted at the treatment by the so called staff at the poor excuse for an airport ..... You are treated like a 3rd class citizen in your own Country ... The staff there need to learn how to speak to people properly, instead of being rude and just plain nasty .... Swear I will never ever use this airport again ....
Review by Tashii1 month ago
Probably the worst airport IV ever been to dirty, rude staff, and as far as dropping off and picking up it's a £100:00 fine waiting for you each way, it has double red lines covering about a 3mile radius do not stop anywhere you will be fined that £100:00. it costs £3 to drop off and, and picking up you just don't want to do that it can cost a fortune if you exceed your 10 minutes this airport is all about making money from the motorists they really have gone out of there way to rip you off, be warned as I said. I'll never drop off collect or fly from east Midlands again
Review by Biookbinder2 months ago
Very disappointed with MAG parking at East Midlands airport.
I fly every two weeks from this airport, and odd weeks from Manchester reluctantly, from between from Birmingham.
I parked this week for 2 days and paid the full rate in car park 1, however this I was charged £20. I made a mistake in the booking Day 2 I put my return as 9am instead of 9PM in error, the cost was the same!!
Unfortunately i have booked in two weeks time for one day from this airport.
Never again only from BHX for me now.
Review by NascimentoJ2 months ago
If I could give zero I’m afraid I would, the airport was heaving which I get it’s an airport, but they will have an exact number of passengers ‘expected’ for the day ahead, flight delayed by 2 hours, so went to the bar and waited 20 minutes to get a drink (an overpriced drink at that) !!! Nowhere to sit, eventually found 2 seats .... next to where everyone was going for a smoke, every time the door opened we were gassed!!!! So went to the bar waited 20 minutes again and said could we order some food as we were delayed ..... yes I was told if you want to wait one hour 30 minutes ... no I didn’t so we thought let’s just go to Burger King ... can we have 2 chicken Royale meals please?? No we haven’t got any burgers, 😳 Burger 🍔 king 🤴 doesn’t have burgers does Mr Burgerking know this???? we’ve got some chocolate brownie 🙈 I will never fly from there again unfortunately we couldn’t get flights from Doncaster which is the best airport I’ve ever flown from.... come on East Midlands where’s your customer service it’s none existent!!!!!
Review by Maidin2 months ago
Meet and Greet Parking service is diabolical. After coming back to a vehicle which had a flat battery on a previous visit due to the ignition key being taken out in the wrong position and the airport staff ignoring the ignition alarm I actually put a sticker on the steering wheel asking them to ensure the ignition alarm wasn’t on when they opened the car door as o5 would flatten the battery. So again the battery was flat. We had a tiny baby and a toddler and had to walk back to the office and then wait for someone to come and start the car. I asked for a refund and all they’ve offered is a measly voucher
Review by Yasuha Hajichristodoulou2 months ago
What an absolute joy to use EMA instead of battling through the stressful,noisy and shoddy service that we have been experiencing at Manchester over the last couple of years. On return our cases were ready and waiting to be collected by the time we got through passport control. Passport control was incidentally supervised by a hilarious chap who was extremely engaging whilst at the same time giving guidance to those struggling with the automated processes. At MCR we have experienced delays of up to 45 minutes before the luggage appeared on the carousels. A very pleasant and stress free experience and I will look forward to flying in from here again. A million miles better than MCR.
Review by Markoni OpenCart2 months ago
Just used the rapid drop off for the fist first and last time. Did not see any signage about three pound charge no matter how rapid you are. After dropping off friends at approx 3 am I joined a short queue of irate motorists being charged by Mr personality at the exit. Surely this place can do better than take cheap shots at the public like they are. Money making rip off. Nothing else. I strongly advise people nother to use this airport. They have jumped on the Manchester bandwagon. DisgusTed.
Review by Teste2 months ago
Hired a car from the Airport Car Rental Village which was fine but on my return to East Midlands Airport I was early for my flight and stopped close to the car rental village to organise my luggage and check the car over before dropping it off only to be caught by the roaming camera vehicle which you guessed it resulted in a fine.
What a welcome back to the Airport.
Review by Benjerman2 months ago
Passport control absolute shambles, we are like cattle going round and round endlessly, spoilt my holiday. Staff need to learn some manners too. We only use this airport because it's close by,otherwise we wouldn't bother.
Review by Floricel Gapes2 months ago
Went two weeks ago from East Midlands,was rather dubious because of some of the awful reviews,we need not have worried,it all went like a dream both outward and inbound,very pleasant and helpful staff both before security and airside,would always use East Midlands as our first choice after our very good experience,S & F Wardle
Review by Coinbits3 months ago
First of all if you are dropping someone off at the short stay drop off it is 3 quid for first ten mins and then a quid every minute thereafter. The problem you have is that after you drop someone off you are then waiting in a line for 10 to 15 mins to get it and are charged for it!!
You then get into the airport and I cannot believe that in 2019 they are unable to get good phone signal or even WiFi connection. Their free WiFi service is shocking and if you are stuck in this airport for any reason you will struggle to communicate with anyone due to the poor connection.
It’s basically one of the scummiest airports in UK that exploit the parking and give the worst service when you get in. Security is a nightmare and they are just not geared up to actually be a proper airport.
Whoever runs this airport should be sacked and someone with experience of running an airport should be brought in to modernise it and actually stop looking to make a few extra quid on people without then investing it back into providing a half decent service.
I live no more than 10 mins from this airport and travel frequently to Birmingham which is an hour away just to avoid travelling from EMA if possible.
Review by Damba Bigfoot3 months ago
Arrived EMA and although only our flight at Passport control it was a slow process queuing and getting through the passport machines - one airport official shouting out instructions to passengers as to how passports should be scanned (not entirely effective!).... at least our cases were ready to pick up from baggage!
We then queued for the shuttle bus to drop us at the Long Stay (2) Car Park - when the bus arrived people surged forward but as bus was only for Jet Parks (a few posters were stuck on the windows) some people had to get back off! When the (smaller) Long Stay 1 & 2 bus arrived (for the majority of people) another mad scrum for getting on ensued. It was a very squashy affair with suitcases blocking the exits and with no hope of reaching the bell to alert the bus driver to stop (as per instructions) my husband shouted down the bus to the driver as we approached Long Stay 2. As there was just the 2 of us getting off at LS2 we struggled to get our cases over other luggage blocking the exit!!
After a number of (less than favourable) experiences at EMA in recent years we are tired of the way we are being treated so will be looking at accessing alternative airports that care about their customers and offer an effective service.
Review by Ztemuman3 months ago
Avoid the "rapid drop off" outside the departures entrance. You are forced to pay £3 to get out. I dropped friends off at the weekend, did not turn off the engine, took a suitcase out of the boot of my car and said goodbye. All in all I was stationary for 40 seconds before I drove out. Ripped off for £3 and given no receipt by a bloke who chucked the three coins into a cloth bag. Subsequently told that the income generated by this racket is used to improve customer facilties at the airport (but not for buying paper to print receipts, obviously). No evidence of this though. Then told that the website points out that I could use another carpark much further away for a free drop off. This is, however, not on any of the signs as you drive into the airport. Curious that they don't have a sign informing us of this. It is a very efficient money-making racket. They say they listen to customer feedback. They don't and they know they don't.
Review by Clairness Derrow3 months ago
Shocking! Huge queues not enough staff at both baggage check in on departing & at security and on arrival at passport control... not enough buses either. I fly frequently several times a month to EASTMIDLANDS AIRPORT and its just getting worse!
I pray someone from the Airport reads all these low score reviews ..... you need to make improvements on efficiency for travellers don’t just create bigger queue areas.
Other airports seem to get it right - i recommend you avoid this airport or at least allow hours of waiting to get through both ways! Horrendous for elderly and young children!!
Review by Customertskis Asiainen3 months ago
Two hours attempting and still failing to amend a car parking booking because NONE of their systems work properly?????
Review by Lalain3 months ago
Appalling! No buses when arrived at ema from Alicante, then buses came and went as not enough, leaving us at the bottom of the steps unattended for 10 minutes with 5 kids, 2 of them toddlers and an 80 year old grandma. Eventually bus arrived we were left queing outside, then queing inside terminal. All this time carrying 19kg of young grumpy sleepy child one and 16kg of sleepy child 2. After 30mins of queuing a lady in yellow jacket asked for all parents with young children to join a different queue, yay I think! They are going to offer help, but no its because you have to queue in a non electronic passport lane which takes longer because 5 planes have just landed and there are only 3 people on the passport desks. I asked the lady what was being done to help those with young children and the elderly and I just received a withering look of someone who doesn't see you as a customer, only a problem, she said this was normal practice and the waiting time was normal, she thought it was ok. After over an hour we get out the otherside. Then our flight hasn't been put on the luggage reclaim boards and we spend another 20minutes talking to 2 members of staff who are clueless and no help in finding our luggage and baby buggy.
So after all that I'm thinking Biminghm airport next time, but here's some advice for EMA for customers that do come back to you.
Put on enough staff, don't assume customers will be happy to wait an hour after a long journey and come back to you next time
Sometimes delays happen, but provide assistance. Our buggy when we left the aircraft would have been really helpful! If you can't do that then provide buggies and wheel chairs for those that need help in your hour long queue.
Train your staff to treat customers as customers and not problematic cattle, trade your withering looks for care and apologies for the delays.
Review by Niajur Wensky3 months ago
I stopped at the notorious BP petrol station at East Midlands Airport to buy a packet of chocolate biscuits. I opened the boot to get my daughters jacket out of the car .
We both went into the petrol station, bought the biscuits. We BOTH got into the car and drove off. You are only supposed to get fined for dropping someone off.
My advice is to avoid the BP petrol station at EMA
Review by Nurez3 months ago
Really? Still four stars.... This money grabbing excuse for an Airport now has fines if you stand still literally. Despite being charged £1.00 a gallon more than supermarket and 50p a gallon more than rip-off motorway services, now they want to charge you £100 for filling up and dropping off... Inside isn't much better, with rude and impolite staff (probably because they are having to pay the workplace levy) this shameful first portal into the UK isn't fit for purpose. The whole experience was disgusting.... I'll swap to another airport from now on..
Review by Vanmad3 months ago
Dont believe any positive reviews of this dump of an airport. After Nairobi it's the worst in the world. Huge queues and surly staff. Just awful.
Review by Kairi Himed3 months ago
Worst Airport I have ever had the pleasure of using. Will stick to Birmingham in future.
Review by Suhey3 months ago
Got to the Airport nice and early, couldn't see the check in gates for the mass of people snaking the entire length (twice) of the terminal in order to get through to the next ques for security control !
Took an absolute age. On return it took an hour and a half from stepping off the plane to getting through to baggage claim due to the shambles they call passport control. I've flown from EMA for many years now but never again. Total mess !!!