London Luton Airport (LLA) has been named the gold winner of the Best Customer Centric Culture (over 500 employees) category at this year’s UK Customer Experience Awards (UKCXA).

LLA was also presented with the silver award in the Best Customer Experience for Vulnerable Customers category, recognising its service for passengers requiring assisted travel. 

The double award success underlines LLA’s commitment to deliver a simple and friendly passenger experience to the millions of passengers who travel through the airport each year. This year, 4 out of 5 passengers have rated their experience as very good or excellent, via the Airport Service Quality (ASQ) global benchmarking scheme.

The awards follow last year’s success at the UKCXA event when LLA’s Guest Experience team was named Best Team of the Year and received the gold award in the Best Customer Experience for Vulnerable Customers category. 

Neil Thompson, Chief Operating Officer at London Luton Airport, commented: “The CX Awards celebrate innovative, market leading customer service strategy and performance across all industries and to receive this recognition for two consecutive years is a huge achievement for everyone at London Luton Airport. Our customer service ethos, and the groundbreaking airport-wide training programme that drives it, is designed to embed exceptional service, collaboration and care across each stage of the simple and friendly passenger experience we work hard to deliver each day. These awards are testament to the professionalism and commitment of our teams, and everyone associated with the airport should be immensely proud.”

Clare Armstrong, Head of Guest Experience at London Luton Airport, said: “From frontline operations to back-office support, everyone across London Luton Airport plays an important role in making customer experience a shared responsibility and a huge source of pride. Being recognised in this way at the UK Customer Experience Awards reflects our continuing commitment to deliver a simple and friendly passenger experience at LLA, putting people at the heart of everything we do.”

Key highlights for LLA over the past year include: 

• Becoming the first UK airport to achieve Level 3 of the Airports Council International (ACI) Customer Experience Accreditation
• Achieving BSI Kitemark for Service Excellence certification – another first for a UK airport
• Receiving 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 
• A win in the Airport Achievement category at the 2025 Aviation Industry Awards, recognising strong operational performance and continued investment in passenger facilities

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About London Luton Airport
London Luton Airport (LLA) is one of the UK’s busiest airports, 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.

In 2023, LLA also became 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 four 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.

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

URL: https://mediahub.london-luton.co.uk/news/30102025/lla-celebrates-back-to-back-ukcxa-wins