London Luton Airport (LLA) has become the first UK airport, and only the third in Europe, to achieve Level 4 of the Airport Council International (ACI) Airport Customer Experience Accreditation. 

The accreditation sees LLA join a select group of airports and signifies its focus on continuous improvement of customer experience management and services. Participating airports take part in a comprehensive review and training process that covers customer understanding, measurement, operational improvement, governance, service innovation and collaboration. 

Last year saw LLA achieve record customer satisfaction scores, with passengers praising the airport’s staff and simple and friendly experience, the speed and efficiency of processing, and the quality of shops, restaurants and public transport links.

The achievement follows LLA being the first UK airport to achieve Level 3 of the accreditation in 2024. 

Neil Thompson, Chief Operations Officer at London Luton Airport, commented: “Service quality at London Luton Airport is driven by our ambition to be the simplest and friendliest airport. Our approach is built on engagement, training and a commitment to continuous improvement, ensuring every team understands their role in shaping a seamless passenger journey. This accreditation is testament to our people across the airport who have worked to embed this approach into LLA’s simple and friendly culture. Looking ahead, our teams at LLA are invigorated, energised and ready to continue the hard work to ensure our customer service approach continues to go from strength to strength.”

“Passenger experience lies at the heart of everything airports do. ACI World congratulates London Luton Airport on achieving Level 4 of ACI’s Airport Customer Experience Accreditation, recognising its strong commitment to meeting the evolving expectations of travellers and advancing excellence in airport customer experience," said ACI World Director General, Justin Erbacci.

In 2025, LLA was named the winner in the category of Best Customer Centric Culture at the UK Customer Experience Awards (UKCXA), after becoming the first airport in the world to earn the BSI Kitemark for Service Excellence. 

LLA also received a ‘Very Good’ rating in the Civil Aviation Authority’s (CAA) annual Accessibility Report in 2025, coinciding with the opening of LLA’s airside Accessibility Lounge, underlining the airport’s commitment to a safe, accessible environment.

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About London Luton Airport

London Luton Airport (LLA) is one of the UK’s busiest airports, operated by a consortium, of which the majority shareholder is AENA, the world’s largest airport operator, and InfraBridge, a leading infrastructure investment manager. Airlines include Jet2, easyJet, Wizz Air, Ryanair, Tui, FlyOne, Sun Express and El Al.

The airport is owned for community benefit by Luton Rising, a company wholly-owned by Luton Council, which has invested more than £500m in front-line, voluntary and charitable services since 1998.

The Luton Airport Express allows passengers to travel from central London to the LLA terminal in around 30 minutes. The service runs from St Pancras International to Luton Airport Parkway station and connects seamlessly with the DART, an electrically powered people mover that connects to the airport terminal in less than four minutes.

In 2024, LLA was named European Airport of the Year (10-25 million passengers) by ACI EUROPE, and in 2025 LLA received the highest possible rating of 'Very Good' in the annual Airport Accessibility report published by the CAA, assessing assisted travel service performance.

In 2023, LLA also achieved Level 4 of the globally recognised Airport Carbon Accreditation scheme, demonstrating that it is ‘transforming its operations to achieve carbon reductions in line with global climate goals’. With a maximum score of 100 and a five-star rating, LLA has been ranked as a sector leader for four consecutive years in the Global Real Estate Sustainability Benchmark (GRESB) benchmark of sustainability governance management and performance of major infrastructure assets worldwide.

LLA continues to be a major employer and a key economic driver in Bedfordshire — supporting 28,000 jobs and contributing £830 million per year to the local economy. 

Further information on London Luton Airport can be found here: https://www.london-luton.co.uk/ 

Contact Details:

London Luton Airport Press Office
T: 01582 395333
E: pressoffice@ltn.aero

URL: https://mediahub.london-luton.co.uk/news/06052026/lla-reaches-customer-experience-milestone