Luton Airport first in the UK to recieve ACI Customer Experience award

London Luton Airport (LLA) has become the first and only airport in the UK to be awarded with Airports Council International’s (ACI) Customer Experience Level 1 accreditation.

As a result, Luton Airport has joined eight European airports and 35 global airports to have been awarded with the ACI accreditation.

Clare Armstrong, Head of Customer Experience for London Luton Airport, said: “We are absolutely thrilled to have been recognised and accredited by ACI for the work that we are doing to transform the experience at LLA. We know that this is only the beginning of an exciting journey and achieving Level One is an important first step for us. Our customer service strategy is helping us ensure customer experience is the golden thread that runs through every part of our business and every step of the customer journey.”

ACI’s accreditation is designed to recognise the efforts of airports that are committed to providing great customer service to passengers. Spanning five levels, each level is structured around areas of management practices and builds on the level before it. The Level 1 accreditation entails communicating externally and internally that customer experience is a priority.

Luton Airport has been awarded the Level 1 accreditation by creating a Customer Feedback Board that provides governance and direction in delivering customer experience projects. Additionally, Luton Airport has committed to implementing a series of measures to improve the customer service experience, including installing new customer service desks throughout the airport and introducing a mystery shopper programme.