London Luton Airport (LLA) has been recognised by Airports Council International (ACI) for its commitment to continuous customer experience improvement, achieving level 2 of its globally recognised accreditation programme.

It follows a comprehensive review of all aspects of LLA’s passenger experience including training and engagement with airport staff and business partners. 

Clare Armstrong, Head of Guest Experience at London Luton Airport, commented: “This accreditation is a key milestone for London Luton Airport and clearly demonstrates our commitment to delivering a simple and friendly passenger experience. It comes off the back of our highest ever customer service scores in 2023, with four out of five passengers rating their experience as either very good or excellent*. It’s the perfect recognition for the hard work of our teams and our continued investment in new and enhanced passenger facilities and is the perfect springboard for our continuous improvement.”

Luis Felipe de Oliveira, Director General of Airports Council International (ACI) World, commented; “I extend congratulations to London Luton Airport for reaching level 2 of the ACI World's Airport Customer Experience Accreditation, the sole accreditation programme in the airport industry offering a comprehensive 360˚ perspective on customer experience management. This significant milestone underscores LLA's commitment to a well-defined customer experience strategy, a professional approach to customer service management, and the delivery of exceptional outcomes. ACI commends your remarkable achievements and eagerly anticipates the ongoing success in further raising airport customer experience standards.” 

There was further recognition of LLA’s commitment to delivering exceptional customer service last year, when LLA reached the finals of the UK Customer Experience Awards (CXA). LLA was also named best UK airport by readers of the prestigious Conde Nast Traveller.

This year, LLA’s ongoing investment programme will include the £8 million development of a flagship 500-seat, two-storey restaurant featuring a striking mezzanine floor. In addition, a £20 million refurbishment of LLA’s security hall, which will allow passengers to leave liquids and electrical items in their hand luggage, is expected to be completed in time for the summer.

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About London Luton Airport

London Luton Airport (LLA) is one of the UK’s busiest airports, carrying over 16.2 million passengers in 2023.

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 easyJet, Wizz Air, Ryanair, Tui, FlyOne, Sun Express and El Al.

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 2023, LLA was named the UK’s best airport by readers of the prestigious Condé Nast Traveller magazine. 

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 two consecutive years in the Global Real Estate Sustainability Benchmark (GRESB) benchmark of sustainability governance management and performance of major infrastructure assets worldwide. 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

London Luton Airport – PR agency:
E: LLA@tinmancomms.com

URL: https://mediahub.london-luton.co.uk/news/18012024/lla-receives-customer-experience-accreditation