Business Post's View

Editorial: Queue chaos not the only area where DAA failing passengers

Passenger experience matters, and first impressions matter – and as Ireland’s most important piece of infrastructure, Dublin Airport must be better prepared

Queuing at Dublin Airport: at least 1,400 passengers missed their flights last weekend after they were delayed for hours waiting for security checks. Illustration: Graeme Keyes

An airport is the most expensive system ever invented for managing queues. Passengers are prepared to put up with a lot, from terrible food to rip-off prices to being manhandled by strangers, provided they do not have to wait too long in the endless queues that are a feature of catching a flight. If an airport fails to honour its side of that unwritten bargain, as Dublin Airport did last weekend, it is tantamount to ...