London Luton Airport takes customer experience to new heights

London Luton Airport (LLA) has become the first UK airport, and only the third in Europe, to achieve Level 4 of the Airport Council International (ACI) Airport Customer Experience Accreditation. 

The accreditation sees LLA join a select group of airports and signifies its focus on continuous improvement of customer experience management and services. Participating airports take part in a comprehensive review and training process that covers customer understanding, measurement, operational improvement, governance, service innovation and collaboration.

Last year saw LLA achieve record customer satisfaction scores, with passengers praising the airport’s staff and simple and friendly experience, the speed and efficiency of processing, and the quality of shops, restaurants and public transport links.

The achievement follows LLA being the first UK airport to achieve Level 3 of the accreditation in 2024.

Neil Thompson, Chief Operations Officer at London Luton Airport, commented: “Service quality at London Luton Airport is driven by our ambition to be the simplest and friendliest airport. Our approach is built on engagement, training and a commitment to continuous improvement, ensuring every team understands their role in shaping a seamless passenger journey. This accreditation is testament to our people across the airport who have worked to embed this approach into LLA’s simple and friendly culture. Looking ahead, our teams at LLA are invigorated, energised and ready to continue the hard work to ensure our customer service approach continues to go from strength to strength.”

“Passenger experience lies at the heart of everything airports do. ACI World congratulates London Luton Airport on achieving Level 4 of ACI’s Airport Customer Experience Accreditation, recognising its strong commitment to meeting the evolving expectations of travellers and advancing excellence in airport customer experience,” said ACI World Director General, Justin Erbacci.

In 2025, LLA was named the winner in the category of Best Customer Centric Culture at the UK Customer Experience Awards (UKCXA), after becoming the first airport in the world to earn the BSI Kitemark for Service Excellence.

LLA also received a ‘Very Good’ rating in the Civil Aviation Authority’s (CAA) annual Accessibility Report in 2025, coinciding with the opening of LLA’s airside Accessibility Lounge, underlining the airport’s commitment to a safe, accessible environment.