London Luton Airport (LLA) has been recognised for its commitment to delivering exceptional customer service to passengers.

The airport has been named a finalist in the 2023 UK Customer Experience Awards for the third year running. The annual awards, now in their 14th year, recognise organisations, teams and individuals who deliver ground breaking customer service initiatives and best-in-class customer experience.

LLA, alongside customer experience partner, Ethos Farm, is shortlisted in the category of Placing Customers at the Heart of Everything – Large B2C companies. Fellow finalists in the category include Fred Olsen Cruises, Octopus Energy, OVO Energy, St James Place and Utility Warehouse. 

Having welcomed almost 16 million passengers over the past 12 months, London Luton Airport has continued to deliver a strong operational performance, with four out of five passengers rating their experience at the airport as ‘very good or excellent’ (measured as part of Airport Service Quality (ASQ).  

LLA and Ethos Farm hope to emulate last year’s success when the partnership was presented with the UK CXA Silver Award in the category of Business Change and Transformation. 

Clare Armstrong, London Luton Airport head of guest experience, said: “We are delighted to be named once again as a finalist in the UK Customer Experience Awards. The finalists for this year’s awards have been whittled down from hundreds of entries across a wider range of industries and this prestigious recognition is testament to the commitment of colleagues across the airport and the many ways in which they look to deliver a consistent simple and friendly end-to-end passenger experience each day.” 

Image: London Luton Airport