LLA earns ACI recognition for customer experience excellence

Saturday, January 20, 2024

London Luton Airport (LLA) has achieved recognition from the Airports Council International (ACI) for its steadfast dedication to continually enhancing the customer experience, reaching level 2 in the globally acknowledged accreditation program.

This accomplishment follows a thorough assessment of all facets of LLA’s passenger experience, encompassing training and engagement initiatives with airport personnel and business partners. The accreditation marks a pivotal moment for London Luton Airport, affirming its commitment to providing a straightforward and amiable passenger experience. This recognition aligns with LLA’s achievement of its highest customer service scores in 2023, where four out of five passengers rated their experience as either very good or excellent*. It serves as a testament to the hard work of LLA’s teams and ongoing investments in new and improved passenger facilities, providing a solid foundation for continuous improvement.

London Luton Airport received congratulations for achieving level 2 in the ACI World’s Airport Customer Experience Accreditation, an exclusive program in the airport industry providing a thorough 360˚ perspective on customer experience management. This noteworthy achievement emphasizes LLA’s dedication to a clearly defined customer experience strategy, a professional approach to managing customer service, and the consistent delivery of exceptional outcomes. ACI commends these remarkable accomplishments and looks forward to continued success in further raising airport customer experience standards.

Further acknowledgment of LLA’s dedication to exceptional customer service was received last year when the airport reached the finals of the UK Customer Experience Awards (CXA). LLA was also honored as the best UK airport by readers of the prestigious Conde Nast Traveller.

In the current year, LLA’s continued investment program includes the £8 million development of a flagship 500-seat, two-storey restaurant featuring a striking mezzanine floor. Additionally, a £20 million refurbishment of LLA’s security hall, allowing passengers to keep liquids and electrical items in their hand luggage, is anticipated to be completed in time for the summer.

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