London Luton Airport (LLA) has become the first UK airport to achieve Level 3 of the Airports Council International (ACI) Customer Experience Accreditation.  

The accreditation programme is designed to build airports' long-term capacity to enhance customer experience management in key areas such as customer understanding, measurement, operational improvement, governance, service innovation and community collaboration.

Participating airports undergo a comprehensive review and training process that includes stakeholder and employee engagement and staff development.

Neil Thompson, Chief Operations Officer at London Luton Airport, commented: “London Luton Airport’s participation in the ACI Customer Experience Accreditation programme underlines our commitment to delivering a 360-degree approach to customer experience management and delivery. This accreditation is well deserved recognition for our teams across the terminal and beyond, who are committed to delivering a simple and friendly passenger experience for the millions of people who choose to travel through LLA each year. The hard work doesn’t stop here, however, and everyone at LLA is totally committed to the continued progression of our customer service approach.” 

Justin Erbacci, Director General at ACI World, commented: “London Luton Airport has shown excellence in customer experience management in line with the recommended practices and industry standards. This is a great achievement signifying the airport’s focus on continuous improvement of customer experience and services.” 

In 2024, LLA was crowned European Airport of the year (10-25 million passengers) at the prestigious ACI EUROPE Best Airport Awards.

LLA was also named Team of the Year (large company) at the 2024 UK Customer Experience™ Awards and received the gold award in the Best Customer Experience for Vulnerable Customers category, in recognition of its services for passengers requiring assisted travel. 

Last year, 4 out of 5 passengers rated their experience at LLA as very good or excellent, in the industry’s global benchmarking scheme. 

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Notes for Editors

Airports Council International* (ACI) Airport Experience Accreditation is a globally recognised structured system that allows airport management to achieve the highest level of customer experience at their airport.

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 easyJet, Wizz Air, Jet2 (flights begin from April 2025) Ryanair, Tui, FlyOne, Sun Express and El Al.

The Luton Airport Express is a 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.

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

In 2023, 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.

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 – PR agency:
E: LLA@tinmancomms.com

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

URL: https://mediahub.london-luton.co.uk/news/23012025/lla-first-uk-airport-to-achieve-aci-accreditation