London Luton Airport (LLA) has become the first UK airport to achieve Level 3 of the Airports Council International (ACI) Customer Experience Accreditation
The accreditation programme is designed to build airports’ long-term capacity to enhance customer experience management in key areas such as customer understanding, measurement, operational improvement, governance, service innovation and community collaboration.
Participating airports undergo a comprehensive review and training process that includes stakeholder and employee engagement and staff development.
Neil Thompson, chief operations officer at London Luton Airport, said: “London Luton Airport’s participation in the ACI Customer Experience Accreditation programme underlines our commitment to delivering a 360° 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 of ACI World, said of the accreditation: “London Luton Airport has shown excellence in customer experience management in line with the recommended practices and industry standards. This is a great achievement signifying the airport’s focus on continuous improvement of customer experience and services.”
