Saturday, January 25, 2025 London Luton Airport (LLA) has made history as the first airport in the United Kingdom to reach Level 3 in the Airports Council International (ACI) Customer Experience Accreditation. This prestigious accreditation aims to strengthen airports’ ability to elevate customer experience management across essential areas, including customer insights, performance evaluation, operational enhancements, governance, service innovation, and community partnerships. To achieve this milestone, airports must complete a thorough assessment and training process, which involves engaging with stakeholders, fostering employee participation, and advancing staff development initiatives.
Neil Thompson, Chief Operations Officer at London Luton Airport , commented: “London Luton Airport’s participation in the ACI Customer Experience Accreditation programme underlines our commitment to delivering a 360-degree approach to customer experience management and delivery. This accreditation is well deserved recognition for our teams across the terminal and beyond, who are committed to delivering a simple and friendly passenger experience for the millions of people who choose to travel through LLA each year. The hard work doesn’t stop here, however, and everyone at LLA is totally committed to the continued progression of our customer service approach.
” Justin Erbacci, Director General at ACI World , commented: “London Luton Airport has shown excellence in customer experien.