![\"Mark](\"https:\/\/dailybusinessgroup.co.uk\/wp-content\/uploads\/2026\/09\/New-Mark-Johnston-landing-page.png\")
Passengers have been promised a better experience at Edinburgh airport by its new chief executive who has demanded improvements in its operations.<\/p>\n
Mark Johnston succeeded long-serving Gordon Dewar last month and has outlined a number of changes he wants to see, particularly in the much-criticised arrivals area and ground handling.<\/p>\n
Passengers regularly take to social media to complain about delays and the uninviting environment, saying they give visitors a poor impression of Scotland\u2019s capital city.<\/p>\n
Many of the problems are under the control of contractors but Mr Johnston is determined to root out problems, and The Times<\/em> says he outlined his demands at a meeting and in a letter to ground handlers.<\/p>\n Edinburgh-born Mr Johnston is an airports veteran and was latterly chief operating officer at London Gatwick. In his new role he has inherited a \u00a3500 million upgrade approved by its parent company.<\/p>\n In his letter he states: \u201cIn particular, I am concerned about aspects of the arrivals experience and the impact this is having on passengers.\u00a0<\/p>\n \u201cDelays in baggage delivery and challenges elsewhere in the arrivals journey continue to generate customer complaints.<\/p>\n \u201cIt impacts the overall passenger experience, and I don\u2019t believe that should be accepted as the norm.\u201d<\/p>\n \t <\/div>\n