London Luton Airport (LLA) is celebrating after being named Team of the Year (large company) at the 2024 UK Customer Experience™ Awards.

There was double award success for LLA on the evening, as the airport also received the gold award in the Best Customer Experience for Vulnerable Customers category, in recognition of its services for passengers requiring additional assistance.

The awards follow a successful 12 months for the airport in which it achieved level 2 of Airports Council International (ACI) Customer Experience Accreditation programme for its commitment to continuous customer experience improvement, and 4 out of 5 passengers rated their experience as very good or excellent, in the industry’s global benchmarking scheme.

Neil Thompson, Chief Operations Officer at London Luton Airport, commented: “The UK Customer Experience™ Awards are seen as the Oscars of the customer service sector, recognising the innovation, expertise and commitment of customer experience teams across all sectors. Everyone at London Luton Airport should feel extremely proud of this prestigious recognition which is testament to our airport-wide focus on delivering a simple and friendly passenger experience.”

Clare Armstrong, Head of Guest Experience at London Luton Airport, added: “I couldn't be prouder of the London Luton Airport Guest Experience team and the dedication they have shown this year. Each team member places the wellbeing of our passengers at the heart of everything they do with true professionalism, commitment and kindness. This award is well deserved recognition for the team, and LLA colleagues across the terminal, including our many business partners, who work so hard to deliver a simple and friendly passenger experience each day.

“We are equally delighted that our service provision for passengers requiring additional assistance has also been recognised with a gold award. The hard work doesn’t stop here, however, and everyone at LLA is totally committed to ensuring that this recognition is just the beginning.”

In July 2024, LLA was crowned European Airport of the year (10-25 million passengers) at the prestigious ACI EUROPE Best Airport Awards. The Awards recognise excellence and outstanding achievement from across ACI EUROPE’s membership of airport operators. 

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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 2024, LLA was named European Airport of the Year (10-25 million passengers) by ACI EUROPE. 

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/18102024/lla-strikes-gold-at-uk-customer-experience-awards