London Luton Airport (LLA) has opened its new Assisted Travel lounge. The new airside facility can accommodate up to 50 passengers and is designed to provide a comfortable, relaxing and dedicated space for passengers with assisted travel needs. 

Key features of the assisted travel lounge include a sensory space, adult changing facilities, flight information screens, charging points for wheelchairs and electronic devices, drinking water facilities and specialised seating for passengers with mobility challenges.

The opening of the lounge follows the confirmation in June 2025 that LLA had received the highest rating of ‘Very Good’ from the Civil Aviation Authority (CAA) for its service to passengers with reduced mobility and those who require assisted travel.

The airport currently fulfils more than 700 pre-booked requested for its assisted travel service each day. 

Alberto Martin, Chief Executive Officer at London Luton Airport, said: “We are delighted to offer this wonderful new space for passengers with assisted travel needs. This is a hugely important investment that underlines London Luton Airport’s ongoing commitment to deliver a simple and friendly passenger experience that is safe, accessible and inclusive for all. Throughout the design process, we consulted regularly with the passengers, charities and support groups that make up the membership of the London Luton Airport Accessibility Forum, and we are thrilled with the outcome - a welcoming and accessible space for assisted travel passengers to enjoy ahead of their flights.”

Andrew Wright, Chair of London Luton Airport Accessibility Forum (LLAAF) commented: “The Assisted Travel Lounge provides those passengers who use LLA’s Assisted Travel services with a spacious, bright and purpose-built space which is also ideally positioned for the airport’s broader amenities. The design and development of this impressive new facility has been largely shaped by a wish-list based on the insight, experiences and needs of LLAAF members and this project provides a perfect example of the airport’s continued collaboration with the Forum and its growing network of disability group stakeholders.”

LLA is also one of the first organisations – and the first UK airport - to achieve certification to the new BSI Kitemark™ for Service Excellence.

Last year, LLA recorded its highest annual Airport Service Quality (ASQ) score, with 4 out of 5 passengers rating their experience as very good/ excellent. This commitment to delivering an outstanding passenger experience has led to two nominations in the 2025 Customer Experience (CX) Awards; Best Customer Centric Culture award (over 500 employees); and Best Customer Experience for Vulnerable Customers. 

LLA will be looking to emulate its success at last year’s CX Awards when the airport’s Guest Experience team was named Team of the Year (large company) and secured the Gold Award in the Best Customer Experience for Vulnerable Customers category.

LLA has also been announced as a double finalist in the inaugural Travel for Every Body Awards. The airport is shortlisted in the Outstanding Contribution to Accessible Travel and Accessible Travel Initiative (Transport) categories, in recognition of its successful Accessibility Familiarisation Days and its investment in the new Assisted Travel lounge. 

-Ends-

About London Luton Airport

London Luton Airport (LLA) is one of the UK’s busiest airports, carrying over 16.7 million passengers in 2024. The airport is 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.

Last year, LLA also became only the third major UK airport to achieve 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 three 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.

To learn about the progress London Luton Airport is making across its sustainability programme please click here.

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/16092025/lla-unveils-new-assisted-travel-lounge