London Luton Airport (LLA) has been recognised for its commitment to delivering exceptional customer service to passengers, after being named as finalist in the 2023 UK Customer Experience Awards for the third year running. 

The annual awards, now in their fourteenth year, recognise organisations, teams and individuals who deliver groundbreaking customer service initiatives and best-in-class customer experience.  

LLA, alongside customer experience partner, Ethos Farm, is shortlisted in the category of Placing Customers at the Heart of Everything – Large B2C companies. Fellow finalists in the category include Fred Olsen Cruises, Octopus Energy, OVO Energy, St James Place and Utility Warehouse. 

Having welcomed almost 16 million passengers over the past 12 months, London Luton Airport has continued to deliver a strong operational performance, with four out of five passengers rating their experience at the airport as ‘very good or excellent’. *  

LLA and Ethos Farm will be hoping to emulate the success of the previous year when the partnership was presented with the UK CXA Silver Award in the category of Business Change and Transformation.  

Clare Armstrong, London Luton Airport Head of Guest Experience, commented: “We are delighted to be named once again as a finalist in the UK Customer Experience Awards. The finalists for this year’s awards have been whittled down from hundreds of entries across a wider range of industries and this prestigious recognition is testament to the commitment of colleagues across the airport and the many ways in which they look to deliver a consistent simple and friendly end-to-end passenger experience each day.” 

Mathew Garner, co-founder of Ethos Farm, added: “We are thrilled to see London Luton Airport and Ethos Farm shortlisted for the 2023 UK Customer Experience Awards.  It’s a huge testament to our partnership and the great work that the team at LLA have been undertaking.  The team have worked tirelessly to grow back pre-pandemic passenger volume whilst maintaining service standards and have not only built an impressive end-to-end journey for their customers but have taken the time to bring all colleagues on the journey too via a clear strategy and training programme that places the customer at the heart of the business.” 

-Ends-

Notes to Editors

This year’s awards will be held at Wembley Stadium on 11 October. 

*Measured as part of Airport Service Quality (ASQ), a globally recognised airport customer service benchmarking programme.

About London Luton Airport

London Luton Airport (LLA) is one of the UK’s busiest airports, carrying over 13 million passengers in 2022.

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 launched by East Midlands Railway (EMR) that allows passengers to travel from central London to the LLA terminal in around 30 minutes. With fares starting from approximately £10, the Luton Airport Express runs from St Pancras International to Luton Airport Parkway station and connects seamlessly with the DART, a new automated, electrically powered people mover that connects to the LLA terminal in less than four minutes.

London Luton Airport is ranked as the best performing company by GRESB, an internationally recognised sustainability framework that benchmarks environmental, social and governance (ESG) management and performance. LLA is ranked first among all participating assets, achieving a maximum score of 100 and a 5-star rating.

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/29082023/london-luton-airport-makes-customer-service-finals