London Luton Airport (LLA) has rounded off a standout 2025 by welcoming more than 17.5 million passengers and achieving record customer satisfaction scores, marking one of the most successful years in the airport’s history.

The landmark year also saw Government approval to increase annual passenger capacity from 19 million to 32 million by 2032, the arrival of a major new airline, and significant investment in the terminal experience, including the opening of the largest restaurant in any UK airport.

Delivering a simple and friendly passenger experience

LLA rounded off 2025 with its highest ever customer satisfaction scores with passengers praising its simple and friendly passenger experience, with speed, efficiency, airport staff, the range of shops and restaurants and transport links all rating highly. 

Named the UK’s best low-cost airport, and ranked in the global top 10, by Sky-Trax, LLA was also named the winner in the category of Best Customer Centric Culture at the UK Customer Experience Awards (UKCXA), having become the first airport in the world to earn the BSI Kitemark for Service Excellence. 

LLA’s commitment to a safe, accessible and inclusive airport for all was further underlined by a ‘Very Good’ rating in the Civil Aviation Authority’s (CAA) annual Airport Accessibility Report, coinciding with the opening of a new airside Assisted Travel Lounge.

Even greater choice 

Passenger choice expanded significantly in 2025 with the arrival of Jet2 in April. Initially launching with 17 new routes to sunshine destinations, the airline added a further five exciting new routes later in the year. Meanwhile Almeria and Funchal (easyJet), Wroclaw (Ryanair) and Rome, Milan, Venice (Wizz Air) were among the other additions to LLA's departure boards, bringing the total number of destinations served by the airport in 2025 to 136.

In the terminal, Sanfords, an American style diner spread across two floors proved an eye-catching and immensely popular addition to the LLA departure lounge, becoming the largest airside restaurant at the UK. 2025 also saw the arrival of The Fletton, a new landside bar and restaurant complete with outdoor terrace, along with high-street favourites Wasabi, Pandora and Victoria’s Secret.

Alberto Martin, Chief Executive Officer at London Luton Airport, said: “2025 was a defining year for London Luton Airport, with record customer satisfaction at its heart. Our focus on delivering a simple and friendly passenger experience, alongside continued investment in facilities and connectivity, is clearly resonating with passengers. This success reflects the dedication of teams across the airport, and we look forward to building on this momentum as we move into 2026.”

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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 is a new dedicated train service that allows passengers to travel from central London to the LLA terminal in around 30 minutes. The Luton Airport Express 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. In 2024, LLA spent 60% of its supply chain costs with more than 300 businesses within a 25-mile radius of the airport, totalling £110 million.

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

URL: https://mediahub.london-luton.co.uk/news/09012026/record-satisfaction-tops-landmark-year-for-lla