'It's in Edinburgh Airport’s interests to work urgently to address clear problems that exist' - Sandy Begbie
Scottish Financial Enterprise chief Sandy Begbie praises airport’s achievements but calls for it to act on deficiencies
As the principal gateway to our capital city, Edinburgh Airport is undoubtedly one of our key economic assets.
Its impressive expansion and extensive network of routes connect our capital to key markets around the world, supporting tourism, trade, inward investment and the international relationships on which our economy depends.
This is particularly true for our financial services sector, where direct connectivity is important in helping businesses access clients and investment, attract talent and compete on a global stage.
International competition is not just about attracting investment; it is about delivering the standards that investors, businesses and visitors expect. In a global context, having a well-functioning airport is an integral part of any high performing economy, which is clear to see in places such as Singapore and Hong Kong.
The airport’s growth is testament to the city’s appeal as a destination in which to live, work, visit and invest, and airport management should be given credit for their progress on that growth ambition.
Recently announced further investment is another welcome signal of that ambition, particularly around additional routes and the implementation of cutting-edge technology
When it comes to customer experience, they also deserve credit for significant improvement in streamlining the departures experience, no mean feat given such rapid growth in passenger numbers.
But as others have highlighted in these pages recently, the arrivals experience still has room for improvement.
Regular problems with disembarkation, the flow of passengers into the terminal, passport control, baggage reclaim, staffing levels and onward travel provision combine to make for an arrivals experience that would simply not be tolerated in many other parts of the world.
Another aspect of the experience that is at odds with global norms is the excessive drop-off fees, with Edinburgh charging a higher rate than London Heathrow, not to mention most global airports which operate without any charges.
While a minor cost to some, these charges create unnecessary hassle at the front door, reinforcing a negative impression rather than a seamless, world-class welcome.
What’s been your experience of Edinburgh Airport? Tell us what you think here.
We spend a lot of time speaking to global investors and hosting overseas delegations, making the case for why they should consider Scotland. Anything that undermines that case has the potential to act as a drag on our attractiveness.
While baggage delays, border control queues and uninviting arrivals areas may seem trivial, having spent much of my career overseas, I can tell you, first impressions matter.
It is fair to point out that many of these operations are not directly controlled by the airport, but they all contribute to the passenger experience, and it is in the airport’s interests to work urgently with partners to address the clear problems that exist.
Anyone who has run a business understands the distinction; while you may not be responsible for doing everything, someone needs to take responsibility for the overall customer experience.
We should recognise the progress made at Edinburgh Airport while being honest about what still needs to improve.
The opportunity is clear: make arriving in Edinburgh as good as the city itself.
Scotland’s first impression should be one of confidence, efficiency and welcome - not frustration.
Sandy Begbie is chief executive of Scottish Financial Enterprise
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