Award success for London Luton Airport

Company London Luton Airport
Date 28.10.2022

London Luton Airport (LLA) has been recognised for its commitment to delivering exceptional customer service at the 2022 UK Customer Experience Awards held at Wembley Stadium.

LLA and customer experience partner, Ethos Farm, were presented with the UK CXA Silver Award in the coveted Business Change and Transformation category.

Celebrating its thirteenth year, the UK Customer Experience Awards recognise organisations who strive to enhance the customer experience they offer in innovative ways.

Earlier this year, London Luton Airport launched the ‘LLA Way Service Standard’, providing staff working at the airport with a service strategy and blueprint to deliver a consistently courteous, responsive, and caring guest experience.

Alongside increasing passenger numbers during 2022, the airport has continued to provide a smooth and friendly travel experience, with an average wait time in security of 9 minutes or less. More than 96% of guests who have passed through LLA in 2022 have rated their experience as good, very good or excellent.

London Luton Airport was also recently named runner up in the Condé Nast Readers’ Choice Awards for ‘best airport’, one of the longest-running and most prestigious awards in the travel industry.

Clare Armstrong, London Luton Airport Head of Passenger Services, commented: “The unprecedented situation that we have seen over the past few years has highlighted the importance of adapting to change and evolving our thinking around the guest experience. Our mission to deliver service the LLA Way is based on collaborating as one team and taking accountability to deliver the best possible end-to-end guest experience at London Luton Airport. This award is testament to the hard work of our entire team and we are delighted to have received this recognition alongside our customer experience partner, Ethos Farm.”

Mathew Garner, co-founder of Ethos Farm, added: “LLA has a fantastic team that is totally focused on the end-to-end customer journey that it delivers – all of which is designed to ensure a consistently smooth and friendly passenger experience at the airport. We are absolutely delighted to receive this prestigious recognition alongside London Luton Airport and we look forward to continuing to support the airport’s customer experience journey with this professional and dedicated team.”

About London Luton Airport:
London Luton Airport (LLA) is one of the UK’s busiest airports, carrying 58 million passengers in the past five years.

The airport is operated by a consortium of which the majority shareholder is AENA, the world’s largest airport operator, and AMP Capital, a specialist global investment manager. Airlines include easyJet, Wizz Air, Ryanair, Tui, FlyOne, Sun Express and El Al.

Passengers travelling by rail can reach the airport via a half-hourly express rail service which operates between London and Luton Airport Parkway. In addition, work is nearly complete on a new light rail system linking the airport with Luton Airport Parkway station. The project is being delivered by the airport’s owner Luton Rising – a company owned by Luton Council to enhance local and regional economic growth and social investment.

London Luton Airport is an accredited Real Living Wage employer. The introduction of the Real Living Wage, the only UK rate calculated according to living costs, reflects LLA’s commitment to be a responsible and ethical employer.


London Luton Airport
Airport Way
United Kingdom
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