17 February, 2020

UK first for London Luton Airport

London Luton Airport (LLA) has become the first and only UK airport to achieve the prestigious Airports Council International (ACI) Customer Experience (CX) Level One accreditation.

The achievement sees LLA join eight European airports and 35 global airports that have attained ACI CX accreditation.

The ACI CX accreditation has been designed to recognise airports around the world which are committed to providing great customer service to passengers. The accreditation spans five levels, with each level structured around areas of management practices and builds on the level before it. At Level One, accreditation entails communicating externally and internally that customer experience is a priority.

LLA has demonstrated this by creating a Customer Feedback Board to provide governance and direction in delivering customer experience projects. The airport has also 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. The accreditation also comes six months after the airport announced that it had appointed CX specialists Ethos Farm and Systra Aviation to support the implementation and design of a customer experience strategy.

Head of Customer Experience for London Luton Airport Clare Armstrong said: “We are absolutely thrilled to have been recognised and accredited by the 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 customer journey.”

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