London Luton achieves new customer experience milestone

London Luton Airport has been recognised by ACI World for its commitment to continuously improving the customer experience across its facilities, achieving Level 2 of the association’s globally recognised accreditation programme.

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

London Luton’s head of guest experience, Clare Armstrong, enthused: “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.”

ACI World’s director general, Luis Felipe de Oliveira, 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.”

The airport notes that its ongoing investment programme includes 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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