London Luton Airport Celebrates Excellence with Inaugural Retail Awards: Recognizing Top Performers from M&S, Nolito, Wasabi, and More in 2025!

Published on November 29, 2025

By: Paramita Sarkar

London Luton Airport (LLA) has taken a significant step in honoring its frontline colleagues by hosting its first-ever annual Retail Awards, which celebrated the outstanding customer service, operational excellence, and community engagement across more than 50 shops and restaurants in the terminal. Held at Venue 360 in Luton, the event highlighted the hard work and dedication of staff members, with winners recognized across 16 award categories. This inaugural ceremony is a testament to LLA’s commitment to delivering a top-tier passenger experience.

What Was Celebrated at the London Luton Airport Retail Awards?

The London Luton Airport Retail Awards recognized exceptional service and achievements by airport teams and individual staff members. The awards spanned categories that included operational excellence, sustainability, customer service, and community engagement. Notable winners included Aaron Jarman, the Store Manager at M&S Simply Food, who received the Local Charity Support award after securing a £1,000 donation to Luton Foodbank. Meanwhile, Aleksandra Kostka, the Assistant Manager at Nolito, an Italian restaurant, took home the prestigious Star of the Year award for consistently going above and beyond to serve passengers.

Why Are These Awards Important?

The Retail Awards provided an opportunity to shine a spotlight on the contributions of staff members who go beyond their roles to create memorable experiences for travelers. These employees, often the first and last point of contact for passengers, play an essential role in shaping LLA’s reputation as an airport committed to excellence. Mark Jennings, the Interim Director of Non-Aeronautical Revenues at LLA, emphasized how the event allowed colleagues from shops and restaurants to come together and celebrate their collective achievements. The airport prides itself on its simple and friendly passenger experience, which is made possible by the hard work of these frontline workers.

What Are Some Notable Achievements of London Luton Airport?

LLA has continuously demonstrated its commitment to improving the passenger experience, as evidenced by its recent accomplishments. In 2024, the airport was recognized at the Food & Beverage Awards for its outstanding food and beverage offerings. LLA was voted the standout European airport for food and beverage choice, further solidifying its position as a top destination for travelers seeking variety and quality in dining options.

Additionally, in October 2025, LLA achieved another major milestone, taking home gold in the Best Customer Centric Culture category at the UK Customer Experience Awards (UKCXA). This recognition, awarded for the second consecutive year, was largely attributed to LLA’s bespoke training program, The LLA Way, which has provided a framework for exceptional customer service. This initiative ensures that both LLA employees and service partners, including staff from the airport’s shops and restaurants, deliver a consistent and collaborative experience for passengers.

Who Were the 2025 Retail Award Winners?

The 2025 Retail Award Winners at London Luton Airport spanned a variety of sectors, showcasing the diversity of talent and service across the airport’s retail and food offerings. The LLA Guest Experience Award went to Change Group, while Big Smoke Taphouse & Kitchen claimed the Retail Sustainability Champion Award for its eco-friendly practices. Other winners included Wasabi Sushi & Bento, recognized for its Customer Choice Award, and Sanfords Diner & Loft Bar, which received the Operational Excellence Award for its exceptional service in the food and beverage sector.

Among the retail awards, Accessorize won the Best Retail Customer Service Award, and Black Sheep Coffee took home the Best Food & Beverage Customer Service Award. JD Sports and LEGO by Lagardere Travel Retail were recognized for their Best Retail Sales Performance, while Black Sheep Coffee also won the Best Food & Beverage Sales Performance award. Special recognition was given to Ruth Lynch, Store Operations Manager at WHSmith, for her contributions to the success of the airport’s operations.

How Did London Luton Airport Enhance Its Passenger Experience?

London Luton Airport’s ongoing investments in retail, food, and customer service have made it one of the leading airports in Europe. Recent openings include the landside bar The Fletton, the sushi and bento specialist Wasabi, and high-street favorites like Pandora and Victoria’s Secret. Additionally, the opening of Sanfords Diner & Loft Bar, the largest restaurant in any UK airport, has garnered attention for its innovative design and award-winning concept. The restaurant was named European Restaurant Design of the Year at the 2025 Airport Food & Beverage (FAB) Awards, further showcasing LLA’s commitment to offering top-quality dining options.

What Are the Future Plans for London Luton Airport?

London Luton Airport continues to focus on enhancing the passenger experience, with plans for further expansions in retail, food, and services. With over 50 shops and restaurants now available for travelers, LLA remains dedicated to providing a world-class service to passengers. The airport’s commitment to sustainability, customer-centric culture, and operational excellence ensures that it will remain a leading choice for travelers in the UK and Europe for years to come.

Conclusion

The London Luton Airport Retail Awards 2025 marked a key moment in recognizing the hard work and dedication of the airport’s staff, who play a critical role in shaping its reputation for excellent service. From food and retail achievements to sustainability and customer service, these awards highlighted the very best of what LLA has to offer. With a continuous focus on improving the passenger experience, London Luton Airport is poised to remain a leader in the global aviation industry.