London Luton Airport shortlisted for UK customer service awards

London Luton Airport (LLA) has reached the final of the 2024 UK Customer Experience Awards (CXA), with two nominations.

This year’s CXA shortlist sees LLA’s Guest Experience team nominated for Customer Experience Team of the Year (Large Company – up to 5,000 customers). The team’s commitment to delivering the best possible airport experience for passengers requiring special assistance has also been recognised with a nomination for Best Customer Experience for Vulnerable Customers.

Over the past 12 months, LLA has achieved level 2 of Airports Council International (ACI) Customer Experience Accreditation programme for its commitment to continuous customer experience improvement. It has also recorded its highest annual ASQ (Airport Service Quality) score, with 4.06 out of 5 passengers rating their experience at the airport as very good or excellent.

These key milestones followed the launch of The LLA Way, a transformative, airport-wide customer service initiative designed to ensure a best-in-class, end-to-end guest experience for passengers travelling through the airport. The LLA Way has so far been rolled out to over 2,000 airport staff including those working for third party partners.

In July 2024, LLA was crowned European Airport of the year (10-25 million passengers) at the prestigious ACI EUROPE Best Airport Awards. The Awards recognise excellence and outstanding achievement from across ACI EUROPE’s membership of airport operators.

Clare Armstrong, Head of Guest Experience at London Luton Airport, commented: “Across London Luton Airport, you will find examples of the many ways in which The LLA Way is continually evolving and enhancing our customer service approach and along with our bespoke disability awareness training programme, is playing a hugely important role in shaping and driving a consistent, collaborative and caring end-to-end guest experience. To be named as a double finalist for these prestigious awards is wonderful recognition for the hard work and commitment of our team and colleagues across the airport who have embraced The LLA Way to such positive effect.”

The UK Customer Experience Awards recognise and celebrate innovative and market leading customer service strategy and performance. This year’s shortlist includes leading organisations from the energy, finance, healthcare, telecoms and travel sectors.

About London Luton Airport
London Luton Airport (LLA) is one of the UK’s busiest airports, carrying over 16.2 million passengers in 2023. 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 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. This followed being named as the UK’s best airport by readers of the prestigious Condé Nast Traveller magazine in 2023.

Last year, 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 two consecutive years in the Global Real Estate Sustainability Benchmark,  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/