Luton Airport has been named a finalist in three national industry awards in recognition of its customer service and strong operational performance.
The airport has been shortlisted twice in the 2025 UK Customer Experience (CX) Awards, which highlight innovation and market-leading customer service. Luton’s Guest Experience team is in the running for Best Customer Centric Culture (over 500 employees) and Best Customer Experience for Vulnerable Customers, which recognises its work supporting passengers who need extra assistance.
Last year the airport won Team of the Year (large company) at the CX Awards and took gold in the Best Customer Experience for Vulnerable Customers category.
In addition, Luton has been shortlisted in the Airport Achievement category at the 2025 Aviation Industry Awards, reflecting its investment in passenger facilities and operational performance.
Over the past year the airport has picked up several accolades, including being named Best European Airport for airports handling between 10 and 25 million passengers by Airports Council International Europe, and becoming the first UK airport to achieve Level 3 of ACI’s Customer Experience Accreditation.
It also became the first UK airport to achieve the BSI Kitemark for Service Excellence, received the Civil Aviation Authority’s highest rating of ‘Very Good’ for its service to passengers with reduced mobility and assisted travel needs, and was named the best UK airport for low-cost airlines by Skytrax, based entirely on passenger feedback and independent surveys.
Alongside this recognition, the airport has continued to invest in facilities across the terminal, including new children’s play areas and the development of a dedicated Assisted Travel Lounge, due to open later this year.
Clare Armstrong, Head of Guest Experience at London Luton Airport, said: “Teams across London Luton Airport live and breathe a commitment to providing the simplest and friendliest passenger experience possible.
“Our continuously evolving customer experience approach is shaped by customer feedback, resulting in our highest ever annual customer satisfaction score (4.07) in 2024, with four out of five passengers rating their experience as very good or excellent.
“We’re thrilled to be nominated in not one but two categories in this year’s CX Awards, including further recognition for our services to passengers with assisted travel requirements for the second consecutive year. This is testament to the hard work and professionalism of our colleagues across the airport.”
