London Luton receives ACI’s Level 1 customer experience accreditation

13 February 2020 (Last Updated February 13th, 2020 10:50)

London Luton Airport in the UK has received the Level 1 Customer Experience (CX) Accreditation from Airports Council International (ACI).

London Luton receives ACI’s Level 1 customer experience accreditation
London Luton Airport has become the first airport in the UK to receive the Level 1 accreditation. Credit: London Luton Airport.

London Luton Airport in the UK has received the Level 1 Customer Experience (CX) Accreditation from Airports Council International (ACI).

At present, eight European airports and 35 global airports have received this award.

The five-level accreditation programme aims to recognise airports that are committed to offering great customer service to travellers.

Each level is structured around management areas and builds on from the level before.

At Level 1, it must be clear from the airport’s external and internal communications that customer experience is a priority.

London Luton Airport demonstrated its commitment to providing enhanced customer service with the creation of a Customer Feedback Board, which provides governance and direction in the delivery of customer experience projects.

The airport also installed new customer service desks and introduced a mystery shopper programme and other measures to improve its customer service.

Six months ago, the airport hired customer experience specialists Ethos Farm and Systra Aviation for the implementation and design of its customer experience projects.

London Luton Airport Customer Experience head 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 1 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.”

Earlier this week, Queen Alia International Airport (QAIA) in Jordan also received the Level 1 CX Accreditation from ACI.