Using Leeds Bradford Airport Questions & Reviews

[White Heather]

Not if you're making your point on social media they are not. You've got to tell lies; sweet nothings and completely blow things out of proportion. Oh and understanding such things as Border force ... dont be daft.

Not seasoned travellers / those who don't work in the industry loose their brains once they get the suitcase out of the loft. And social media is the best place to blow a story up that's actually a little one liner "we had to queue when we got back at LBA but its UK what you expect" over a coffee.

It's the same mentality as people who always give a restaurant or hotel a terrible review. The one star review when all the rest are four or five. Drives me nuts. Probably another DSA fan. There's no doubt in my mind they're trying to put LBA down at every opportunity.

People can blame Border and Immigration Agency till the cows come home but it’s pointless.
People will relate that terrible experience to LBA and go elsewhere if they can.
It’s up to LBA to negotiate with the relevant authorities to ensure their customers are treated adequately.
That’s common sense isn’t it?

Suggest you read my report from yesterday's ACC. LBA can, and do. discuss the staffing levels at LBA with Border Force, but it is they that determine staffing levels and provided they comply with the SLA of customers through in 45 minutes, there's no case to answer. If the airport failed to provide the desks, then yes, it's their fault. But if they provide 8 and Border Force only bother to man 4, that's down to them. LBA isn't unique. This guy can go elsewhere and has every chance of finding even longer queues.

As I also reported, Border Force have had to detain a number of inbound pax this week, and when they do, they are interviewed and the desk they arrive at may well be closed while they do so, as its the person on the desk that has to deal with it. Again, Border Force could provide more staff, but don't. Like all Government Departments, they are having to make cuts. If DSA opens, it could get worse, as Border Force in Leeds provide their staff too.

 

[Cookridge resident]

It's the same mentality as people who always give a restaurant or hotel a terrible review. The one star review when all the rest are four or five. Drives me nuts. Probably another DSA fan. There's no doubt in my mind they're trying to put LBA down at every opportunity.


Suggest you read my report from yesterday's ACC. LBA can, and do. discuss the staffing levels at LBA with Border Force, but it is they that determine staffing levels and provided they comply with the SLA of customers through in 45 minutes, there's no case to answer. If the airport failed to provide the desks, then yes, it's their fault. But if they provide 8 and Border Force only bother to man 4, that's down to them. LBA isn't unique. This guy can go elsewhere and has every chance of finding even longer queues.

As I also reported, Border Force have had to detain a number of inbound pax this week, and when they do, they are interviewed and the desk they arrive at may well be closed while they do so, as its the person on the desk that has to deal with it. Again, Border Force could provide more staff, but don't. Like all Government Departments, they are having to make cuts. If DSA opens, it could get worse, as Border Force in Leeds provide their staff too.

Thank you for that information WH.
Do other airports experience similar problems? I pretty much only use LBA so can’t compare myself. On the odd occasion I have used LHR/MAN/LPL I haven’t experienced such delays, but, in fairness, that has not been recently.
Can LBA offer to pay for extra BF staff to alleviate these problems?
My central point stands. People will associate a bad experience with LBA itself, regardless of who/where/how is actually responsible. It’s only natural.

 

[Aviador]

There is a similar complaint in the Birmingham forum so it isn't just LBA. People just get so impatient. Border Force aren't going to increase staff just for the 10 busiest weeks of summer. What people don't realise is when 5 aircraft land close together, that's not far off 1000 passengers. They just need to be patient.

 

[Cookridge resident]

There is a similar complaint in the Birmingham forum so it isn't just LBA. People just get so impatient. Border Force aren't going to increase staff just for the 10 busiest weeks of summer. What people don't realise is when 5 aircraft land close together, that's not far off 1000 passengers. They just need to be patient.

Good luck with asking people to be patient in 2025
I sometimes think that people on this forum (myself included) with perhaps a more detailed knowledge of the inner workings of the airport are more relaxed about appalling customer service than the general public.
Can LBA offer to fund more BF staff at peak times? Has this been proposed/rejected??

 

[Aviador]

I wouldn't have thought so.

 

[Yordas]

Having been through the new arrivals I can confirm there are toilets before the UK Border.

 

[White Heather]

Good luck with asking people to be patient in 2025
I sometimes think that people on this forum (myself included) with perhaps a more detailed knowledge of the inner workings of the airport are more relaxed about appalling customer service than the general public.
Can LBA offer to fund more BF staff at peak times? Has this been proposed/rejected??

You have to remember the BF staff are based on Kirkstall Road. If they send up 8 staff (which would be nice) for the busy period, and an hour later, the arrivals are landed and it's not busy any more, they don't need 8 staff. Maybe only 3. So 5 have to go back to the office or sit twiddling their thumbs. Then 6 hours later, all the based aircraft come back and more staff are needed again.

The reality is that they can't keep sending staff up and down the A65 so they'll send a team they think can cope with the average througput across their shift. When you also take into account delays, leading to aircraft turning up all together that were supposed to be spaced out, even the best plans go wrong. Then there's issues such as having to detain passengers, interview them etc. All take staff time. But, all impossible to predict.

And yes. Its a problem at all airports at some times. And just like at LBA, it all goes like clockwork at other times. Last time I landed at Heathrow, it took an hour to even get near the customs desks.

 

[Len Fish]

Those complaining will be the same people who complain that UK border controls should be far stricter to keep out the undesirables until of course it impacts on their own very important lives in which case they probably think everyone should be waved through.

 

[KARFA]

Last time I landed at Heathrow, it took an hour to even get near the customs desks.

when was that? i can't say i have waited more than 5 minutes to use the e gates to arrive at lhw and lgw over the last 2-3 years with quite a few data points. yesterday there was no one queuing to use them at all at t5 around 7pm, that isn't untypical. the grass i am afraid on this issue is definitely greener elsewhere.

a lot of lba's problem has been lack of e gates. previously there was no space. now there is the space, but of course there is the frustration that UKBF is in between suppliers. it just needs 10 machines and that would really make a massive difference. we can only hope it happens soon

 

[Seasider]

Used LBA yesterday and it was a breeze. Arrived 11am for the 12.40 flight to BHD, there wasn't one person in front of me at security and I was straight through. I walked straight through to the new extension (photos in regeneration thread) which is very spacious, plenty of seats looking out to the apron. There was a steady stream of people using the lounges. Aircraft was in early and we had an early departure. On arrival back at LBA last night - after a 3hr delay - walked straight through domestic arrivals and on my way to the car.

 

[LBAYORKIE]

Used LBA yesterday and it was a breeze. Arrived 11am for the 12.40 flight to BHD, there wasn't one person in front of me at security and I was straight through. I walked straight through to the new extension (photos in regeneration thread) which is very spacious, plenty of seats looking out to the apron. There was a steady stream of people using the lounges. Aircraft was in early and we had an early departure. On arrival back at LBA last night - after a 3hr delay - walked straight through domestic arrivals and on my way to the car.

It all depends what time you are travelling, if there are multiple departures or arrivals there still seems to be the congestion that Phase 1 was supposed to alleviate. Its still early days though.

 

[Seasider]

I always try to travel in quiet times of the year or parts of the day. I am afraid that a lot of people use the airport when a massive number of people are, and then complain about it being busy.

It is far easier to complain than complement.

 

[White Heather]

It all depends what time you are travelling, if there are multiple departures or arrivals there still seems to be the congestion that Phase 1 was supposed to alleviate.

Not really. Phase 1 provides a large indoor area to queue, all on the ground floor, with no escalator for people to complain about, and it provides more desks which are of no use unless BF man them. As previously explained, the lack of e-gates is beyond the control of LBA and entirely down to BF still not having a supplier contract.

In a nutshell, LBA have provided the facilities to resolve what they can, but the rest is for BF to sort. Sadly though, the average customer has no idea who does what and will be only to happy to rain on LBAs parade by publicly complaining about 'the airport'. I'm certsin LBA management are as frustrated at the situation as their customers.

 

[Aviador]

Not really. Phase 1 provides a large indoor area to queue, all on the ground floor, with no escalator for people to complain about, and it provides more desks which are of no use unless BF man them. As previously explained, the lack of e-gates is beyond the control of LBA and entirely down to BF still not having a supplier contract.

In a nutshell, LBA have provided the facilities to resolve what they can, but the rest is for BF to sort. Sadly though, the average customer has no idea who does what and will be only to happy to rain on LBAs parade by publicly complaining about 'the airport'. I'm certsin LBA management are as frustrated at the situation as their customers.

Also there's no point in complaining to LBA. If someone has a gripe they should complain directly to UK Border Force.

With regards to phase 1 of REGEN elevating congestion, I'll be honest I was under no illusion the entire project was and still is going to cause a fair amount of disruption and discomfort. The downstairs area of the departure lounge that is to become part of the arrivals hall is a larger area. It's no longer part of the departure lounge so needless to say this means there will be a reduction in available space while other areas are refurbished. Unfortunately there will be plenty more complaining yet before it's all completed. #REGEN #LBA

 

[White Heather]

Also there's no point in complaining to LBA. If someone has a gripe they should complain directly to UK Border Force.

With regards to phase 1 of REGEN elevating congestion, I'll be honest I was under no illusion the entire project was and still is going to cause a fair amount of disruption and discomfort. The downstairs area of the departure lounge that is to become part of the arrivals hall is a larger area. It's no longer part of the departure lounge so needless to say this means there will be a reduction in available space while other areas are refurbished. Unfortunately there will be plenty more complaining yet before it's all completed. #REGEN #LBA

No pain , no gain.

 

[dmrodgers]

You have to remember the BF staff are based on Kirkstall Road. If they send up 8 staff (which would be nice) for the busy period, and an hour later, the arrivals are landed and it's not busy any more, they don't need 8 staff. Maybe only 3. So 5 have to go back to the office or sit twiddling their thumbs. Then 6 hours later, all the based aircraft come back and more staff are needed again.

The reality is that they can't keep sending staff up and down the A65 so they'll send a team they think can cope with the average througput across their shift. When you also take into account delays, leading to aircraft turning up all together that were supposed to be spaced out, even the best plans go wrong. Then there's issues such as having to detain passengers, interview them etc. All take staff time. But, all impossible to predict.

And yes. Its a problem at all airports at some times. And just like at LBA, it all goes like clockwork at other times. Last time I landed at Heathrow, it took an hour to even get near the customs desks.

There must be some reason for this but why is border force based on Kirkstall Road and not near to where international travellers arrive into the city. It's not as though Eurostar trains come into Leeds so why not have them based in an office near or next to the airport where they can quickly respond to issues when a number of flights arrive at a similar time due to delays or air;ine scheduling rather than busing staff up and down from the current location. Is this me being to simplistic or is there a reason for them being based on Kirkstall Road?

 

[LBAYORKIE]

Not really. Phase 1 provides a large indoor area to queue, all on the ground floor, with no escalator for people to complain about, and it provides more desks which are of no use unless BF man them. As previously explained, the lack of e-gates is beyond the control of LBA and entirely down to BF still not having a supplier contract.

In a nutshell, LBA have provided the facilities to resolve what they can, but the rest is for BF to sort. Sadly though, the average customer has no idea who does what and will be only to happy to rain on LBAs parade by publicly complaining about 'the airport'. I'm certsin LBA management are as frustrated at the situation as their customers.

I never suggested that the issue was caused by the airport. They have provided the facilities and have been let down by BF. I suppose an acceptable BF pax processing SLA could be key.

 

[Finger66]

I am just glad they are called Border Force and not Border Sauce because it seems people like posting enough BS about LBA as it is.
Perhaps though LBA could be doing more with the marketing suggesting the whole thing (Inc Phase 2) is still a work in progress and apologise for any continued disruption until such time as the new world class facilities are fully completed. That said it can be difficult to educate the uneducated.

 

[Len Fish]

There must be some reason for this but why is border force based on Kirkstall Road and not near to where international travellers arrive into the city. It's not as though Eurostar trains come into Leeds so why not have them based in an office near or next to the airport where they can quickly respond to issues when a number of flights arrive at a similar time due to delays or air;ine scheduling rather than busing staff up and down from the current location. Is this me being to simplistic or is there a reason for them being based on Kirkstall Road?

Wherever they’re based I doubt they have sufficient staff to respond to anything over and above for what they’ve already planned for in advance.

 

[Aviador]

Now, unless this has changed which I don't believe it has, the same personnel who check your passport are also responsible for detecting contraband in the customs area. When Border Force was established, pooling staff for both roles enabled efficiency savings, as officers could be reassigned from one duty to another more flexibly. This restructuring occurred over a decade ago, and as further savings have been sought, staffing numbers may have been reduced further. Let's face it: the welfare bill has risen significantly, Brexit has necessitated additional checks, and other government departments including health and defence require increased funding due to urgent priorities. Personally, I’m happy to wait a little longer as there's only so much money in the spending pot.