Edinburgh Airport has come under sharp criticism from Francesca Osowska, Chief Executive of the Scottish Funding Council, over its arrival hall cleanliness and frustrating baggage handling delays. Osowska, returning from Portugal, described the terminal as “filthy”, with “dirty” toilets and an arrival that saw passengers from a later flight receiving their luggage before her Porto flight—leading to a wait of over an hour. “Another one‑hour‑plus wait for bags,” she added. “What must the world think?”
Her comments reignited concerns around the airport’s baggage services, which have faced repeated issues in recent years. In 2022, hundreds of mislaid bags were stored in a warehouse, with some passengers waiting weeks for their belongings to be returned. The airport’s chief executive later admitted misconnected luggage had become the “new norm” following the pandemic, with hundreds of cases per day at times. Efforts to resolve this have included creating in-house operations and improving courier delivery, but frustrations remain.
A recent UK‑wide airport ranking by travel firm Bounce rated Edinburgh poorly for customer experience. The airport scored just 2 out of 5 for cleanliness and ease of navigation and was listed as the 8th worst airport in the UK, with average delays over 18 minutes per flight. Despite relatively low rates of cancellations and formal baggage complaints, the slow baggage process and perceived poor cleanliness brought it down in the rankings.
In response, Edinburgh Airport highlighted that over 50,000 passengers are surveyed each month and that general feedback is positive. The airport noted that baggage handling is managed by third-party agents and not directly by the airport. They also pointed to continued investment in improving passenger experience, especially under new ownership by French infrastructure giant Vinci, which bought the site for nearly £1.3 billion in 2024.
Among recent upgrades, Edinburgh Airport has introduced £24 million worth of new 3D scanners, allowing passengers to keep liquids and electronics in their bags at security. This has significantly reduced wait times, with 97% of travellers now clearing security in under ten minutes.
Key Developments:
- Francesca Osowska, public sector leader, calls Edinburgh Airport “filthy” after long baggage wait
- Baggage issues follow a history of mishandling and delays stretching back to 2022
- Ranked 8th worst UK airport by Bounce for customer satisfaction
- Airport highlights investment in 3D security scanners and infrastructure improvements
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