Angry passengers know what £500 million Edinburgh Airport upgrade must achieve. But does it?

It was an unfortunate coincidence that Edinburgh Airport announced plans for a £500 million investment to fund a “major terminal expansion” just as a technical glitch at UK air traffic control caused the cancellation of flights across the country for the second time in two weeks.

However, regular passengers, made cynical by the sad reality of an airport that styles itself as the place “where Scotland meets the world”, may see it as an omen.

The five-year programme will include new gates “to support route growth”, an expanded departure lounge to improve passenger comfort, and new international arrival facilities and baggage reclaim areas.

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Edinburgh Airport needs to make the passenger experience a considerably more pleasant one (Picture: Jeff J Mitchell) | Getty Images

Passengers treated with ‘contempt’

John Swinney said the money would enable Edinburgh “to compete with airports around the world”. Airport chief executive Gordon Dewar proclaimed the biggest investment in its history would ensure it “continues to deliver for passengers, airlines, communities and the Scottish economy”.

That word “continues” will dismay the scores of passengers who have been forcefully expressing their discontent. People like Gaelic singer Maighread Stiubhart who described the airport as “rundown and unpleasant”; ArtMag editor Ian Sclater who said he dreaded returning to the airport “which seems to go out of its way to treat incoming passengers with contempt”; and former MP Douglas Chapman who said arriving passengers faced a “disorganised, unwelcoming shambles”.

Former Labour MEP Hugh Kerr was moved to write to The Scotsman to suggest that “perhaps the Scottish government could nationalise our airports?”

These are not isolated complaints. In a survey by respected consumer group Which?, Edinburgh was rated the worst of 27 UK airports for baggage waiting times and the fifth worst overall.

The message from all this should be crystal clear: it has not been “delivering” for passengers, it has been annoying far too many of them a great deal.

This investment is fantastic news, but the money must now be used to ensure the passenger experience is dramatically improved – simply by getting the basics right. Edinburgh Airport is indeed “where Scotland meets the world” and businesses, particularly the tourism sector, are relying on it to ensure people arriving in this country receive a welcome worthy of the name.